Group Incident Manager

Sky; Hounslow; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Sky is seeking an experienced Group Incident Manager to drive the resolution of critical technology incidents across Television, Mobile, Broadband and Telephony. You will own incident management, coordinating across Product, Technology, Operations and suppliers to restore services quickly while minimising impact on customers and the business.

You will review processes, generate reports for senior executives, and lead continuous improvement initiatives.

Qualifications

• Led recovery of high-profile, complex technology incidents.
• Delivered timely, clear incident communications to senior and executive audiences.
• Implemented actions and deadlines with cross-functional teams.

Responsibilities

• Lead recovery of major and crisis incidents across Sky's tech environments.
• Form action plans with roles, deadlines, and responsible owners.
• Own incident information and provide clear business/technical updates.

Skills

Incident management

Crisis management

Stakeholder communication

Service continuity

Tools

ServiceNow

Job description

We don’t just believe in better. 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, Sky Stream 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.

Team overview

The Sky Group Incident Management team sits at the heart of service reliability, leading the coordination and resolution of major technology incidents across Sky Group. The team provides end-to-end ownership of Major incidents, working across Product, Technology, Operations and third-party suppliers to restore services as quickly as possible and minimise customer, financial and reputational impact.

Operating as a central coordination function, the team brings together technical experts, service owners, leadership teams and external partners during high-pressure situations, ensuring incidents are managed consistently, communications remain clear, and business priorities are understood throughout the incident lifecycle.

Beyond managing live incidents, the team plays a significant role in continual service improvement. Group Incident Managers analyse incident trends, identify opportunities to reduce service impact, work with stakeholders to improve detection and restore times, support service readiness activities, and partner closely with Problem Management to prevent repeat issues.

The team operates across a diverse technology estate spanning customer-facing products, television services, sales and service platforms, digital capabilities, corporate technology and critical infrastructure. This provides Incident Managers with broad exposure to senior stakeholders, complex technologies and strategic operational improvement initiatives

Role Overview

We are seeking a passionate and experienced Group Incident Manager to robustly drive the resolution of “Technology and TV” incidents impacting Sky’s Aggregation Portfolios (Television, Mobile, Broadband, and Telephony) across current and future geographies. You will directly contribute to our Service Availability of 99,995 and support a world-class customer experience.

You will continually review and refine group processes and performance. Act as a credible point of Escalation and communication for all incidents and ensure delivery of reporting and insight for incident management Metrics.

You will support a Culture of Continuous Improvement via proactive Incident Management: Support the creation of Service Improvement Plans for failing Platforms and Services and cultivate effective working relationships with all Vendors and partners (supporting Service Reviews and content Improvement Plans).

You will Actively Support Key Portfolio Service Launches, Changes, and releases. You will exploit emerging technology and process automation to support smart operations. You will maintain an effective partnership with NBCU and Comcast to drive convergence and efficiency.

Please note that there will be a Work Shift Rota involved in this role

What you’ll do

• Confidently lead the recovery of high profile, major and crisis technology incidents within vast, complex environments. Focusing fully on the restoration of service and minimum disruption via either RCA mitigation or a workaround, using appropriate methodologies and management techniques.
• Forming collaborative action plans with specific actions, roles and deadlines and ensuring these are completed
• Accountable as single source of information for all Incident information, delivering clear, timely and accurate business and technical style communications, across the organisation including senior and executive management
• Being accountable for protecting Sky customers at all costs by restlessly pushing to resolve service disruption via a workaround or permanent fix
• Proactively Communicate Incident Status in English to a c-suite level across Sky, Comcast & NBCU (via ServiceNow, Teams, Email, etc.) . This includes direct engagement and briefings of our senior leadership team.
• Mandatory Participation in our out-of-hours rota providing 24x7 * 365 support.
• Chairing and compiling post incident reports and associated metrics reports
• Fostering and building robust relationships with key stakeholders at all levels across the organisation
• Working on a weekly shift pattern spanning 5 days a week between 07:00 and 22:00 via a Hybrid working
• Produce comprehensive incident and problem reports to all required audiences in a variety of formats, ensuring effective publication at senior and executive management level.
• Support and participate in the management of Disaster Recovery and contingency tests for all Technology platforms