Incident & Problem Manager

19 Oct 2021
18 Nov 2021
Full Time
Contract Type

We're NOW, part of the Sky family and one of the UK's leading streaming platforms. We're the only place to get Sky Cinema and Sky Sports without a contract. We're brilliant TV made by brilliant people. We're big on real diversity, inclusion and collaboration. And we need talent to keep pushing boundaries and grow our brand. Big-thinkers. Changemakers. Showstoppers. Join in.


The Risk and Incident Team sits within Operational Delivery, working closely with colleagues across Operations to ensure the best possible experience for our customers, through strategic and proactive planning. We're looking for a well-organized individual that you will help deliver effective incident and problem management best practice across multiple European territories with the aim of protecting our customers and mitigating impacts to the business from avoidable issues, ensuring we are always able to get things back on track with minimal impact when things go wrong.


What you'll do:


* Handle high priority, complex incidents which require cross team engagement to coordinate the implementation of "workaround" solutions across various run and build teams.
* Own the overall process for high priority and major incidents in order to minimise the impacts on the business from urgent and severe incidents.
* Act as an escalation point from the 1st Line contact centre and operational support teams and reduce service downtime through effective Risk, Problem and Incident Management
* Manage expectations from multiple channels affected by incidents, such as the Contact Centres, Social Media and Brand Teams plus take accountability for incident monitoring
* Hold suppliers/3rd parties to account according to contractual obligations with regard to resolving Incidents and providing appropriate information and date to restore service
* Ensure incidents are documented and communicated effectively and accurately


What you'll bring:


* Proven experience in an Incident and or Problem Management role
* Strong interpersonal skills and the ability to work with a broad range of stakeholders plus ability to clearly converse through written, verbal, and visual communications
* A natural problem solver with excellent organisation and prioritisation skills
* Takes ownership and initiative for actions, projects and people and can make recommendations to improve processes and working practises.
* Customer focused with an understanding of contact centre ways of working
* Salesforce, ServiceNow or OTT Experience would be desirable


NOW Team Overview


Everyone at NOW is a fan of our movies, shows and sport. But for us, the real action lies behind the scenes. With over 250 people, we're more than just brilliant entertainment. We're forward-thinking, people-focused and passionate about world-class experiences. Here, you'll feel your confidence grow as you make your mark. And as part of an inclusive and supportive team, we'll make sure you develop to your full potential.


The Rewards:


There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:


* Sky Q, for the TV you love all in one place or a NOW Membership
* A generous pension package
* Private healthcare
* Discounted mobile and broadband
* Access a wide range of exclusive Sky VIP rewards and experiences


Where you'll work:




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.


On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.




We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.


At Sky we don't just look at your CV. We're more focused on who you are and your potential. 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 swap shifts with other team members.


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.


Why wait?


Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.


To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.


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.


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