Overview
We Sky, Europes biggest entertainment brand. Think top-quality shows, breaking news, innovative tech, and must-have products. Careers here mean the freedom and support you need to make an impact—pushing boundaries, creating solutions, and hitting targets. As part of our close-knit team, youll enjoy plenty of benefits and experiences youll only find at Sky.
Responsibilities
- Manage shift teams including rota planning and shift cover
- Lead business change and service introduction processes for the Service Reliability team
- Lead service improvement initiatives (e.g., network management platform onboarding)
- Fulfil Duty Operations Manager role as on-call management escalation for operational incidents
- Management reporting for change and incident
- Undertake network audits and compliance activities
- Develop and maintain effective communication channels between shift teams, stakeholders, and leadership to ensure seamless operational awareness and responsiveness
- Maintain Service Reliability knowledgebase and playbooks and provide training to shift teams
What youll bring / Qualifications
- The ideal candidate will provide management and technical leadership to a team of service reliability engineers
- Ability to document new operational processes and drive improvements from performance metrics and incident learnings
- In the on-call role of Duty Operations Manager, effective communication and staying calm under pressure are essential, as the role involves liaising with multiple stakeholders during high-impact incidents
- Detailed technical understanding of telecoms networks across IP core, access, transmission, cloud and ISP services
- Strong understanding of the functions and architecture of other network domains (including voice, mobile and CDN) and ability to provide technical guidance and oversight
- Network engineering operational expertise in service provider technologies (Access, MPLS, IP routing, switching, network security, and load balancing)
- Technical knowledge up to professional level (e.g., CCNP, NSE) with competence in at least one major vendor and familiarity with automation/monitoring tools
- Experience of managing telecoms change and incident management processes
- A service improvement mindset with experience in improving processes and procedures
Team overview
Service Reliability: The team is responsible for the 24/7 running of Sky’s telecoms network. It provides the primary 24/7 service desk for Group Networks, routing incident tickets both within the department and to other on-call support teams. The department is directly responsible for executing playbooks for problem resolution within the Access and IP network domains.
Inclusion & how youll work
Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. We invest in society, fight racial injustice, and set ambitious targets for representation at Sky. Weve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. Youll learn more about hybrid working during the recruitment process.
Your office space
Brick Lane: Our Brick Lane office is in the heart of the East End of London. It is part of a vibrant and varied community, close to street food, cafes, and shops. The closest tube station is Aldgate East; Liverpool Street is about a 10-minute walk.
Top Tips
- To find out more about the team and opportunity, contact the Hiring Manager for a conversation about the role before applying
- Review the interview details provided by the recruiter and prepare accordingly
- Set up job alerts on Careers at Sky to be among the first to hear when new roles open
- Explore Sky Learn for online courses and toolkits to support your career development
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