Service Operation Engineer-2

Job Description: 

Key responsibilities – what you’ll do 
 
We’re seeking a Service Operations Analyst who will be part of a team, all with a Group mindset.  You’ll
be the eyes and ears of all things Operational Performance for Sky customer and employee facing
services.   
 
What You’ll Bring: 
 
  Change Management– You will be responsible for providing support to  Sky teams on
how to engage with the Change Management process.   This includes supporting teams to raise
changes, ensuring that they are raised with the correct information, that the correct approval
groups are added and that appropriate lead time has been provided. You will also ensure teams
understand their responsibilities  for change, which will help drive high quality and reduce
unnecessary delays and effort. Where required you will provide support during high-risk changes
ensuring teams are following the agreed plan and  adequate testing has been done post change.
You will support the change team to drive continuous improvement opportunities,trackingvalue
and cost reduction. 
 
  Service Readiness Assurance – You will contribute to the management of all Change
and Event calendars ensuring that risks, discrepancies or clashes are effectively identified and
escalated.  Tracking productivity status of our business ops organisations and supporting Tech
response where necessary. You will assist with preparation of reports to strict deadlines, usinge
your incident and change knowledge and experience to highlight hotspots of activity. 

  Incident Management – You will be responsible for supporting the correlation and
validation of incidents, including ensuring the impact, urgency and correct assignment of the
issue; you’ll work as a vital first responder so that incidents are rapidly addressed, whilst
determining  when a major incident needs to be declared and a member of the GSM Incident
Management team needs to be assigned to the case. Wherever possible you will be required to
assist the Major Incident Manager with engagement, communication and task administration
using all relevant tools during service restoration of managed incidents.  You’ll also use your
awareness to correlate incidents to events, change activity and known errors to ensure these are
addressed correctly, whilst supporting the GSM Incident management team in ensuring all key
documentation in relation to incidents is accurate and of a high standard. 
  Problem Management - Driving with focus and urgency to completion, you will own the
mitigation of root cause and all relevant improvement actions for all managed incidents. You will
also assist and support the Problem Managers with admin and reporting for post-incident and
proactive problem management activities, and on occasion you will help to lead problem
management review meetings following managed incidents. 
 
 
What you’ll bring: 
 Detail-oriented and highly organized, with the ability to manage multiple activities
simultaneously. 
 Proactive mindset and ability to work independently in a fast-paced and dynamic
environment. 
 Understanding of ITIL and key service management functions and their responsibilities:
Incident Management, Problem Management, Change Management, Release, Service Delivery 
 Strong written and verbal communication, confidence to work across multitude of
technology types, often whilst under time constraint and pressure. Can consider the audience and
tailor smart communications in a consistently effective manner.  
 Your style and methods, getting the best out of all colleagues across Sky required to
successfully deliver.  
 Skills, motivation and aptitude to perform in a high profile, fast paced environment, driving
virtual teams, short notice requests, as well as multiple initiatives all at once. 
 Confidence in liaising with all levels of stakeholders  
 
Team Overview: 
Group Service Management:  Our team enables everything we do at Sky, technology, our products,
customer interactions, and how we work across teams and partners organisations. We drive service
excellence in our products, ensuring they’re always available, performing at their best. We’re relentless,
chasing improvement in every customer moment, through design, execution, measurement, and learning.
GSM works with technology owners to drive excellence across the end-to-end service, in alignment with
our business and customer service strategies.