Leeds, England, United Kingdom
Build Concierge is your AI powered omnichannel customer engagement platform that converts, automates and scales. 24/7. Always on. Always human. Businesses today face growing complexity: rising volumes of enquiries, disjointed systems, and manual processes that slow teams down and limit growth. Opportunities are missed. Customers wait. Efficiency suffers. Our all-in-one platform is designed to streamline operations, improve responsiveness, and scale effortlessly. From calls and chats to WhatsApp, SMS, emails, and appointments, it handles every interaction in real time. It understands intent, responds instantly, and follows up automatically. It integrates seamlessly into your existing systems and workflows such as CRM, job management and scheduling tools, so you don’t need to change how you work to benefit from automation. No more missed steps. No more resource drain. Just intelligent automation built around how your business really works and where it’s going. Built for scale. Powered by AI.
As a Lead SRE at BigChange, a leading SaaS provider in the workforce management space, I play a pivotal role in ensuring the performance, reliability, and security of our production systems. My responsibilities include monitoring system alerts, acting as a point of escalation for critical issues, and leading our virtual security team to mitigate security concerns through strategic project implementation. In my capacity as the de facto Information Security Manager, I oversee supplier reviews for information security risks and contribute significantly to our ISO 27001 and 9001 certification programs. I manage our internal IT team, spearheading a series of IT projects aimed at enhancing our internal systems and bolstering our company's security posture. Additionally, I serve as the incident lead during major system disruptions, ensuring swift and effective resolution. Key achievements in my role include reducing customer reports of system disruptions from 600 per quarter to nearly zero, implementing an Endpoint Detection and Response (EDR) and Managed Detection and Response (MDR) solution with a third-party Security Operations Center (SOC), and developing a comprehensive plan to achieve Cyber Essentials Plus certification. These initiatives have significantly improved system performance and customer satisfaction, driving retention and reducing security risks. I leverage a range of skills and technologies, including Python, AWS, SQL, and incident management, to deliver exceptional results. My work not only enhances system performance but also strengthens our security posture, ultimately protecting our customers and supporting our business objectives.
Leading the bridge between customer operations and development teams while ensuring robust system availability for BigChange's JobWatch platform. Managing critical AWS infrastructure and driving technical excellence in support operations. 🔹 Led technical support operations and infrastructure management for a rapidly growing SaaS platform 🔹 Managed enterprise-level AWS services including IAM, EC2, CloudWatch, DynamoDB, CloudSearch 🔹 Implemented comprehensive monitoring solutions using CloudWatch, PRTG, and NewRelic 🔹 Drove continuous improvement in support processes and system reliability 🔹 Served as primary on-call support for critical infrastructure, ensuring 24/7 system availability Specialised in incident management, root cause analysis, and transforming customer feedback into actionable technical improvements. Focused on maintaining high system availability while driving operational efficiency.
Bridging the gap between customer support and development teams while ensuring optimal system performance and issue resolution for BigChange's enterprise solutions. 🔹 Specialized in deep technical analysis and defect investigation using system logging and SQL diagnostics 🔹 Managed system performance monitoring through PRTG, AWS CloudWatch, and RabbitMQ 🔹 Coordinated incident management between operations and technical teams 🔹 Served as subject matter expert for BigChange's JobWatch platform 🔹 Managed enterprise mobility solutions through Soti Mobicontrol platform 🔹 Streamlined bug reporting and resolution processes using Azure DevOps Focused on translating technical issues into actionable development tasks while maintaining clear communication channels between support and engineering teams.
Clocking Systems supply and install a range of employee management solutions to companies through out the UK. As Technical Support Manager I am in charge of installation and support team, responsible for ensuring the that installs run smoothly and efficiently. Along side this I am also responsible installing and supporting computer linked Time and Attendance terminals and software for large multi site clients with a high number of employees. I am also the point of escalation for customer issues. I work closely with our 3rd party developers on the design and implementation of new features on the products that we sell.