Group Incident Manager

Job description

We don’t just believe in better. 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, Sky Stream 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. Team overview The Sky Group Incident Management team sits at the heart of service reliability, leading the coordination and resolution of major technology incidents across Sky Group. The team provides end-to-end ownership of Major incidents, working across Product, Technology, Operations and third-party suppliers to restore services as quickly as possible and minimise customer, financial and reputational impact. Operating as a central coordination function, the team brings together technical experts, service owners, leadership teams and external partners during high-pressure situations, ensuring incidents are managed consistently, communications remain clear, and business priorities are understood throughout the incident lifecycle. Beyond managing live incidents, the team plays a significant role in continual service improvement. Group Incident Managers analyse incident trends, identify opportunities to reduce service impact, work with stakeholders to improve detection and restore times, support service readiness activities, and partner closely with Problem Management to prevent repeat issues. The team operates across a diverse technology estate spanning customer-facing products, television services, sales and service platforms, digital capabilities, corporate technology and critical infrastructure. This provides Incident Managers with broad exposure to senior stakeholders, complex technologies and strategic operational improvement initiatives Role Overview We are seeking a passionate and experienced Group Incident Manager to robustly drive the resolution of “Technology and TV” incidents impacting Sky’s Aggregation Portfolios (Television, Mobile, Broadband, and Telephony) across current and future geographies. You will directly contribute to our Service Availability of 99,995 and support a world-class customer experience. You will continually review and refine group processes and performance. Act as a credible point of Escalation and communication for all incidents and ensure delivery of reporting and insight for incident management Metrics. You will support a Culture of Continuous Improvement via proactive Incident Management: Support the creation of Service Improvement Plans for failing Platforms and Services and cultivate effective working relationships with all Vendors and partners (supporting Service Reviews and content Improvement Plans). You will Actively Support Key Portfolio Service Launches, Changes, and releases. You will exploit emerging technology and process automation to support smart operations. You will maintain an effective partnership with NBCU and Comcast to drive convergence and efficiency. Please note that there will be a Work Shift Rota involved in this role What you’ll do Confidently lead the recovery of high profile, major and crisis technology incidents within vast, complex environments. Focusing fully on the restoration of service and minimum disruption via either RCA mitigation or a workaround, using appropriate methodologies and management techniques. Forming collaborative action plans with specific actions, roles and deadlines and ensuring these are completed Accountable as single source of information for all Incident information, delivering clear, timely and accurate business and technical style communications, across the organisation including senior and executive management Being accountable for protecting Sky customers at all costs by restlessly pushing to resolve service disruption via a workaround or permanent fix Proactively Communicate Incident Status in English to a c-suite level across Sky, Comcast & NBCU (via ServiceNow, Teams, Email, etc.) . This includes direct engagement and briefings of our senior leadership team. Mandatory Participation in our out-of-hours rota providing 24x7 * 365 support. Chairing and compiling post incident reports and associated metrics reports Fostering and building robust relationships with key stakeholders at all levels across the organisation Working on a weekly shift pattern spanning 5 days a week between 07:00 and 22:00 via a Hybrid working Produce comprehensive incident and problem reports to all required audiences in a variety of formats, ensuring effective publication at senior and executive management level. Support and participate in the management of Disaster Recovery and contingency tests for all Technology platforms. Being a role model for the Incident Management function and openly demonstrate the correct behaviours and practices when managing a Major / High Priority Incident What you’ll bring Essential Criteria Incident Management & Problem Knowledge. Process ITSD Operations Strong operations focus and understanding Strong IT Skills + Service Management Tooling (i.e. Service Now) Proven Track Record in Managing Incidents in a Complex Technical Environment Proven Track Record of Delivering High Availability Levels Proven Track Record of Delivering Operational Change & Innovation Experience dealing with Content Providers & Partners Desirable skills and experience: ITIL v3/v4 Professional IT Qualifications Professional Management Qualifications Additional Languages: Italian/German Content & Metadata Processing Workflows DTH & OTT Delivery Principles & Techniques Cloud Operations AI & Machine Learning Big Data Major Incident Manager in a multicultural Tech/Media Company Excel and Tableau Benefits and perks There's one thing people can't stop talking about when it comes to life at Sky: the perks. Here’s a taster: Free Sky TV or NOW package, including Sky Sports and Sky Cinema Pension package with up to 9% employer contribution Private healthcare with mental health support Aviva Digital GP and dental insurance Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect Sharesave and Tech schemes A range of Sky VIP rewards and experiences How you’ll work We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week . Your office base Watermark or Osterley or Leeds Watermark Sky Watermark is our central site for Livingston, sitting between Glasgow and Edinburgh. With vibrant office spaces, chill-out areas, and an onsite canteen, it’s a great place to work and connect. The nearest train station is Livingston North. A Sky shuttle bus runs between the station and campus every 20 minutes throughout the day. Plus, there’s onsite parking available for cars, motorbikes and bicycles. Osterley Our Osterley Campus is a 10-minute walk from Syon Lane train station. You can also use our free shuttle buses to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. The campus includes bike shelters and showers, subsidised restaurants and cafés, a Waitrose, a subsidised gym and a cinema. Leeds Leeds Whitehall is home to our Digital Tech hub and Contact Centre teams. With vibrant office spaces, chill-out areas, a multi-faith room and restaurant, it’s a great place to work and connect. We’re located just a 10-minute walk from the train station and there’s a bus stop directly outside the office. Who we are We’re Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you’ll be bringing the joy of a better experience to more people, every day. All so we can do better and deliver better for our customers, colleagues and society. We’re an equal opportunity employer and value diversity at our company. We're a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need as early as you can. 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. To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position. To find out more about working with us, search # LifeAtSky on social media.