Operational Lead

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Content 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.

Broadcast Platforms is responsible for providing first line support for the Sky' DTH & OTT Platforms 24 hours a day, 7 days a week. Platform Control optimises the customer experience by managing faults and quickly restoring service in line with the company's commitment to provide 'content worth paying for'. Sky adds value to its customers through innovation; Broadcast Platforms ensures new DTH & OTT services and products are supported at launch.

The Platform Control Operational Lead delivers on-site management and oversight of PCCs operation at both sites whilst on duty. They understand the impact and priority of DTH & OTT incidents and act decisively to ensure a robust response when customer facing issues arise. With a working knowledge of DTH & OTT infrastructure and a comprehensive understanding of established operational processes the Platform Control Operational Leads are a credible point of escalation in the absence of the Team manager and are empowered to make decisions that minimise the impact of incidents or de-risk changes. The Operational Lead is capable of communicating up to Director level and ensures the outbound communications from PCC is of an exceptional quality.

The Operational Leads support the Platform Control Team Managers by providing timely feedback on individual and team performance and ensuring established operational processes and procedures are adhered to and that open incidents are resolved in a timely fashion.

The Operational Leads proactively manage the up keep of Platform Control documentation and effectively support the Development Teams and Service Integration deliver operational improvements, new services and platforms into the department.

The Operational Leads will be accountable for owning and managing Change Tasks on systems and software that the responsibility of the department.

What you'll do
- Maintain Operational knowledge of all Platform Control functions
- Support the Operational Teams at both Sites by Validating and Prioritising Incidents
- Robustly Drive & Manage the Resolution of P1 & P2 Incidents
- Proactively manage open incidents in order to minimize customer impact
- Deliver Senior Management, Stakeholder & User Communications that Inform and Reassure
- Prepare and publish high quality Daily, Incident and Ad Hoc Reports & Metrics
- Maintain logging standards of wider team
- Own & manage Change Tasks on systems and software that are the responsibility of the department.
- Review and improve PCC process and documentation
- Support the Development Team in delivering change and Operational Readiness activities
- Support the Team Manager in their development of the operational team by providing timely & balanced feedback
- Develop and maintain effective working relationship with business owners & stakeholders

What you'll bring
- Experience interrogating monitoring systems
- Strong troubleshooting skills
- Confident escalating Technical Issues
- Strong reporting/logging skills
- Experience in a Service/ Help Desk role
- Working in a live broadcast environment
- DTH & OTT Platform Operations
- Non-Linear Content Processing Workflows
- Understanding of Sky's Products & Services

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 fro