Service Reliability Manager (GNSP)

We’re Sky, Europe’s biggest entertainment brand. Think top-quality shows. Breaking news. Innovative tech. Must-have products. Careers here mean the freedom and support you need to make an impact – pushing boundaries, creating solutions, hitting targets. As part of our close-knit team, you’ll enjoy plenty of benefits, plus experiences you’ll only find at Sky.

What you'll do

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• Manage shift team s including rota planning / shift cover
• Lead business change / service introduction processes for the S ervice R eliability 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 / 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 p rovide training to shift teams

What you'll bring

The ideal candidate will be able to provide management and technical leadership to a team of service reliability engineers . Service reliability managers should be confident both documenting new operational processes and making improvements in response to information from performance metrics and learnings from incidents . In the on-call role of duty operations manager, e ffective communication and the ability to remain calm under pressure are essential, as the role involves liaising with multiple stakeholders during high-impact incidents.

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• 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)
• K nowledge of all telco network domains sufficient to provide technical guidance and oversight to Service Reliability Engineer s reporting to them.
• 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 with strong troubleshooting, documentation, and familiarity with automation/monitoring tools.
• Experience of managing telecoms change and incide nt management processes
• A s ervice improvement mindset with experience in improving processes and procedures .

Team overview: Service Reliability

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 both within the department and to other on-call support teams within Group Networks. The department is directly responsible for executing playbooks for problem resolution within the Access and IP network domains.

Inclusion & how you'll work

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.

We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process.

Your office space

Brick Lane

• Our Brick Lane office is in the heart of the East End of London. It’s part of a vibrant and varied community; close to street food, cafes, and shops.
• The closest tube station is Aldgate East and Liverpool Street is about a 10-minute walk.

Top Tips

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