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About the Role
Manage shift teams, lead business change and service introduction processes, and drive service improvement initiatives for the Service Reliability team. You will also fulfill the Duty Operations Manager role, handle management reporting, conduct network audits, and maintain the Service Reliability knowledgebase.
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, such as network management platform onboarding.
- Fulfill Duty Operations Manager role as on-call management escalation for operational incidents.
- Provide management reporting for change and incident.
- Undertake network audits and compliance activities.
- Develop and maintain effective communication channels between shift teams, stakeholders, and leadership.
- Maintain Service Reliability knowledgebase and playbooks.
- Provide training to shift teams.
Requirements
- Provide management and technical leadership to a team of service reliability engineers.
- Confident documenting new operational processes.
- Able to make improvements in response to performance metrics and incident learnings.
- Effective communication and ability to remain calm under pressure 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).
- Knowledge of all telco network domains sufficient to provide technical guidance and oversight.
- Network Engineering operational expertise in service provider network technologies like Access, MPLS, IP routing, switching, network security (firewalls), and load balancing.
- Technical knowledge and skills up to the equivalent of professional-level (e.g. CCNP, NSE) with competence in at least one major vendor.
- Strong troubleshooting, documentation, and familiarity with automation/monitoring tools.
- Experience managing telecoms change and incident management processes.
- A service improvement mindset with experience in improving processes and procedures.
Skills
- Management leadership
- Technical leadership
- Process documentation
- Performance metrics analysis
- Incident analysis
- Communication
- Calm under pressure
- Stakeholder liaison
- IP core networking
- Access networking
- Transmission networking
- Cloud networking
- ISP services
- Voice network architecture
- Mobile network architecture
- CDN architecture
- MPLS
- IP routing
- Switching
- Network security (firewalls)
- Load balancing
- Troubleshooting
- Documentation
- Automation tools
- Monitoring tools
- Change management processes
- Incident management processes
- Process improvement
Location
- London
Work Type
- Hybrid working
Experience Level
- Management
- Technical
- Professional-level (e.g. CCNP, NSE)
Benefits
- Plenty of benefits
- Experiences only found at Sky
About the Company
- Sky is Europe’s biggest entertainment brand, offering top-quality shows, breaking news, innovative tech, and must-have products.
- Careers at Sky mean the freedom and support to make an impact, pushing boundaries, creating solutions, and hitting targets.
- The Service Reliability 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.
- The department is directly responsible for executing playbooks for problem resolution within the Access and IP network domains.
Equal Opportunity
- Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion.
- Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky.