Group Incident Manager — 24/7 Crisis & Service Restore Lead

Sky; Isleworth; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private healthcare

Pension up to 9%

Discounts on Sky products

Sky VIP rewards

Job summary

Sky is seeking a Group Incident Manager to lead the swift resolution of high‑visibility technology incidents across TV, broadband and mobile platforms. You will own communications, drive restoration actions, and coordinate with product, tech, and external partners to minimise impact and restore services quickly.

The role offers a hybrid working model with 2 days in the office weekly, a focus on continuous improvement, and close collaboration with NBCU/Comcast.

Qualifications

• Strong Incident Management and Problem Knowledge.
• Experience in ITSD Operations.
• Proven track record in managing incidents in complex environments.
• Proven track record delivering high availability.
• Experience with content providers and partners.

Responsibilities

• Lead recovery of major and crisis incidents in large environments, focusing on restoring service with available methods.
• Create collaborative action plans with defined actions, roles and deadlines.
• Act as single source of incident information for senior management communications.
• Push to resolve disruptions via workarounds or permanent fixes to protect customers.
• Communicate incident status to executive teams across Sky, NBCU & Comcast.
• Participate in the 24x7 on-call rota.
• Chair post-incident reports and metrics reviews.
• Build strong stakeholder relationships across the organisation.
• Support disaster recovery testing and contingency exercises.

Skills

Incident Management

Problem Management

IT Operations

Service Management Tooling

Stakeholder Management

Crisis Communications

Vendor Collaboration

Disaster Recovery

Tools

ServiceNow

Excel

Tableau

Job description

Sky is seeking a Group Incident Manager to lead the swift resolution of high‑visibility technology incidents across TV, broadband and mobile platforms. You will own communications, drive restoration actions, and coordinate with product, tech, and external partners to minimise impact and restore services quickly.

The role offers a hybrid working model with 2 days in the office weekly, a focus on continuous improvement, and close collaboration with NBCU/Comcast.