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About the Role
Join Sky, Europe's largest entertainment brand, and contribute to innovative tech and top-quality shows. This role offers the freedom and support to make an impact, push boundaries, and create solutions.
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 the Service Reliability knowledgebase and playbooks, and provide training to shift teams.
Requirements
- Provide management and technical leadership to a team of service reliability engineers.
- Confidently document new operational processes and make improvements based on performance metrics and incident learnings.
- Demonstrate effective communication and the ability to remain calm under pressure in an on-call role.
- Possess detailed technical understanding of telecoms networks across IP core, access, transmission, cloud, and ISP services.
- Have a strong understanding of the functions and architecture of other network domains (including voice, mobile, and CDN).
- Possess knowledge of all telco network domains sufficient to provide technical guidance and oversight.
- Have Network Engineering operational expertise in service provider network technologies like Access, MPLS, IP routing, switching, network security (firewalls), and load balancing.
- Demonstrate technical knowledge and skills equivalent to professional-level (e.g., CCNP, NSE) with competence in at least one major vendor.
- Exhibit strong troubleshooting, documentation, and familiarity with automation/monitoring tools.
- Have experience managing telecoms change and incident management processes.
- Possess a service improvement mindset with experience in improving processes and procedures.
Skills
- Management leadership
- Technical leadership
- Process documentation
- Performance metrics analysis
- Incident learnings analysis
- Communication
- Calm under pressure
- IP core network understanding
- IP access network understanding
- IP transmission network understanding
- Cloud services understanding
- ISP services understanding
- Voice network understanding
- Mobile network understanding
- CDN understanding
- MPLS
- IP routing
- IP switching
- Network security (firewalls)
- Load balancing
- Troubleshooting
- Documentation
- Automation tools familiarity
- Monitoring tools familiarity
- Change management processes
- Incident management processes
- Process improvement
Location
- London
Work Type
- Hybrid
Experience Level
- Management
- Technical
Education Level
- Professional-level technical skills (e.g., CCNP, NSE)
Benefits
- Plenty of benefits
- Experiences only found at Sky
About the Company
- Sky is Europe's biggest entertainment brand, known for top-quality shows, breaking news, innovative tech, and must-have products.
- The Service Reliability team is responsible for the 24/7 running of Sky’s telecoms network.
- The team provides the primary 24/7 service desk for Group Networks, routing incident tickets.
- The department is 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.