Group Platform Control Incident & Problem Manager

We believe in better. And we make it happen.

Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

Reporting to the Group Platform Control Incident and Problem Team Managers, we are seeking a passionate and experienced Incident & Problem Manager to robustly drive the resolution of "Watch TV" incidents impacting Sky's Aggregation Platforms (Sky Q & Sky Glass) and Streaming Services (Sky Go & Now TV) across current & future geographies. You will directly contribute to our Service Availability and support a world class customer experience.

You will continually review & refine group incident and problem management processes & performance, act as a credible point of escalation & communication for all "Watch TV" incidents. Deliver Reporting & Insight for "Watch TV" Incidents, Problem Management, Service Availability & Customer Experience.

Our Content Technology and Innovation team delivers high-quality content to homes, customer devices, businesses and commercial partners across our European markets. With over 2500 colleagues from around the world, we combine our strategic insights, engineering know-how and operational excellence to use the most innovative technologies to create and distribute our award-winning content.

• Proactively drive the resolution of Managed "Watch TV" Incidents across all territories
• Maintain a working understanding of Sky's TV Products & Services across all territories and the key supporting technology
• Responsible for the Alignment & Compliance of Incident & Problem Processes across the group
• Act as a Point of Reference and Proactively Support Group Platform Control with the Prioritisation and Critical issue of "Watch TV" Incidents
• Proactively Communicate Incident Status to all stakeholders
• Chair Post Incident Reviews and create comprehensive Incident Reports
• Demonstrate Flexibility to work Extended Hours
• Create Reactive & Proactive Problem Records: Drive the Resolution of Open Problem Tasks
• Create Incident & Problem Reporting & Insight
• Create Insight and Data Driven Improvement Plans for Failing Services & Technology
• Deliver Proactive support Service Management Reviews, Group Resilience Teams and Group Platform Control Management
• Accountable for proactive support of Business Critical Events: Content & Service Launches
• Coordinate Group Support & Operational Teams via Event Centres: Provide Comprehensive Status Updates that Reassure & Inform

• 3+ years in Incident Management role
• ITIL 4 certified
• Proven track record in managing Incidents and Problems in a complex technical environment
• Strong IT skills with Service Management Tooling (Service Now)
• Excellent communication at all levels, with an ability to convey complex Incidents and Problems simply
• Experienced relationship management skills, with the capacity to establish, build and maintain influential relationships across support teams

Working within a team of Incident and Problem Managers, you will part of a group to support a Culture of Continual Improvement via proactive Problem Management: Create Service Improvement Plans for failing Platforms & Services; and cultivate effective working relationship with all Vendors & Partners, supporting Service Reviews & Content Improvement Plans.

There's one thing people can't stop talking about when it comes to : the perks. Here's a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There's also plenty of bike shelters and showers.

Recognised as an 'Inclusive Top 50 Employer' and a 'Times Top 50 Employer for Women', we're working hard to ensure we're a truly inclusive place to work. This means we don't just look at your CV. We're more focused on who you are and the potential you'll bring to Sky. We also know that everyone has a life outside work, so we're happy to support you as much as we can with the option to start and finish earlier or later depending on your needs. We already have excellent hybrid work system in place.

And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.

But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we'll back you all the way.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.