Faults & Resilience Analyst
- Employer
- Sky
- Location
- Livingston
- Salary
- Negotiable
- Closing date
- 11 Dec 2021
View more
- Sector
- Media & Internet
- Hours
- Full Time
- Flexibility
- Flexible working available
- Contract Type
- Permanent
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Job Details
Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work. "This role exists to be an integral part of the wider Live Operations Team, you are responsible for providing front line support to our contact centres and customers, acting as a conduit between the operation and technology teams to facilitate effective and managed solutions to daily system challenges/faults." - Faults & Resilience Planning ManagerWhat you'll do:
- Work closely with contact centres and support areas to quickly identify customer or contact centre affecting issues, engage and escalate to support teams, including Customer Telephony, ITSD, Incident Management and Platform Control through to resolution.Prepare simple but concise updates to Stakeholders during times of increased pressure Be the voice of the customer during high pressure incidents and eventsKey role in delivering best customer experience from contacting Sky to being delivered to the best place first time in a timely manner during high pressured times/incidentsSupport Broadband & Talk outage and planned maintenance processesParticipate in the planning of major business and Box Office events, fault/incident management and communication from a real time perspective
- Customer and stakeholder experienceExperience in a planning or faults/incident based role.An understanding of Sky's core system (e.g. STAN, Live Engage, FAV, Penfold, TTM, SPM, etc.)Excellent Microsoft Office skills, in particular proficient in Microsoft ExcelAbility to work well under pressureGood communicator at all levels
- Sky Q, for the TV you love all in one placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences
Company
Sky is the operator of the leading multichannel television platform in the UK and Ireland with viewers in 8.6 million households.
Sky was the winner of the Overall Top Employer Award for the 2016 Workingmums.co.uk Top Employer Awards. It was praised by the judges for the strong evidence of its support for diversity, female career progression across the board and family friendly working which was backed up with strong evidence and case studies.
Company info
- Website
- http://www.sky.com/
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