Service Reliability Manager

Job Description

We’reSky, 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.

• 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
• Produce 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

• 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 to Service Reliability Engineers reporting to you
• Network Engineering operational expertise in service provider network technologies such as 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 and monitoring tools
• Experience managing telecoms change and incident management processes
• Service improvement mindset with experience in improving processes and procedures

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.

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.

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.

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.

• To find out more about the team and opportunity, and to support you in the application process, we encourage reaching out to the Hiring Manager for a conversation about the role before applying.
• Preparation is key – make sure to review the interview details provided by the recruiter and prepare accordingly to give yourself the best chance for success.
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• Explore Sky Learn for a range of online courses, learning and toolkits to support you in your career development and build future skills.