Principal Problem Manager
Broadbean Technology
Isleworth, London, England
1d ago

Want to do the best work of your life? With 24 million customers in 7 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.

As a Principal Problem Manager, you'll be working across multiple OTT domains with teams in Europe and North America. Building and combining knowledge against vast amounts technology from a customer experience & operational view.

What you'll do :

  • Gain detailed knowledge across key journeys on the platform e2e
  • Chair post-mortems for significant technology or complex cross domain failures
  • Drive improvements to operational processes, resiliency and quality across all domains
  • Provide support with analysis & diagnostics for investigations, where there is value speeding up the resolution time, and reducing the overall impact to our customers / or platform
  • Accurately record and manage all open issues, maintain management of all incident and problems in the queue, whilst working in partnership with the wider team
  • Contribute to investigation / weekly / monthly reporting, ensuring additionally senior management are continually informed of all priority investigations
  • What you'll bring :

  • Strong influencing and relationship management skills, with an excellent track record of quality; delegation / mentoring / coaching for appropriate outcomes
  • Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities
  • Significant experience of working in a highly technical environment, with the ability to drive investigations with technical and non-technical teams
  • Organisational Awareness-knowledge of managing both internal stakeholders and counterparts in interfacing organisations.
  • Ability to think of approach beyond establishing traditional support arrangement boundaries for internal service management

  • Certified AWS / GCP accreditation
  • An in-depth understanding of the e2e infrastructure, with the key journeys, across Sky's OTT environment and the teams that support it
  • Team Overview :

    OTT : Our team develops and supports technologies for Sky, globally. No matter the device, the time or the place, we make sure that engaging large, diverse audiences with premium entertainment is possible.

    Our vision is to deliver the world's best entertainment.

    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
  • A generous pension package
  • Private healthcare
  • Discounted mobile and broadband
  • Where you'll work : Osterley :

    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, Chiswick Park, Gunnersbury, Acton Town and Ealing Broadway tube stations.

    There's also plenty of parking, bike shelters and showers.

    On campus you'll find six subsidised restaurants 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.

    Inclusion :

    Recognised as an 'Inclusive Top 50 Employer' and a 'Times Top 50 Employer for Women', we're working hard to ensure we're a truly inclusive place to work.

    This means we don't just look at your CV. We're more focused on who you are and the potential you'll bring to Sky. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

    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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