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Group Platform Control Principal Problem Manager

Employer
Sky
Location
Isleworth
Salary
Negotiable
Closing date
7 Sep 2022

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Job Details

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.

What you'll doContent technology and innovation

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.

Reporting to the Head of Group PCC Incident and Problem Management, we are seeking a passionate and experienced Principal Problem Manager to actively drive ,deliver and provide total ownership, strategies and recommendations on group PCC Problem Records. You will develop a data driven insight to continuously guide and improve Sky's Aggregation Platforms (Sky Q & Sky Glass) and Streaming Services (Sky Go & Now TV) across all current & future geographies, actively manage, continuously improve and lead the governance of PCC Problem Management Process. You are accountable for the creation and delivery of Watch TV Problem Records and use the Problem management process to resolve root causes and prevent incidents reoccurrence and minimis durations. You will ensure root cause analyses and continuous improvement on all Problem Records are completed in a timely fashion, ensuring Problem records are technically and commercially viable, recommends alternative options to senior stakeholders where possible.

  • Accountable for the Review and the Resolution of all Problem Tasks in Watch TV domain

  • Create and Presentation of insight reports and future strategies for PCC Problem Records and it's management

  • Establish an effective working partnerships with Technical Teams, SMEs, Vendors and Content Partners to drive and delivery PCC Problem Records to the next phase

  • Develop data driven insight to improve the strategy of tracking, reporting and resolving of Problem Records

  • Ensure communication on Incident Status and post incident reports to the most senior stakeholders in Sky & Comcast (Spark, Teams, Email etc)

What you'll bring

We are looking for someone who is passionate about customer experience, with a good understanding of what makes operations tick. A solid background as a Problem Manager with experience in Incident Management within a media tech company is a must. You should have experience working with (or within) a fast paced Operations department. ITIL qualified is essential with understanding of Content Processing or Streaming workflows is a big advantage. You'll have strong networking and communication skills, be comfortable dealing with a range of stakeholders, enjoy using your problem solving skills under pressure, and ready to contribute in a highly dynamic environment.

  • 5+ years in Problem or Incident Management role

  • Able to articulate and stand behind what's right for the customer

  • Strong IT skills with Service Management and Presentation Tooling (Service Now / Tableau)

  • Excellent communication at all levels, with an ability to convey complex problems simply

  • Experienced relationship management skills, with an ability to establish, build and maintain influential relationships across the business

  • Strong negotiation and influencing skills, allowing win-win situations

  • Proven track record in managing Problems or Incidents in a complex technical enviornment

The rewards

There's one thing people can't stop talking about when it comes to #LifeAtSky: 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

How you'll work - hybrid working

The world has changed. And so have we. 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.

Your office space 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 are 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.

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.

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.

View our Top Employer profile

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