Incident & Problem Manager

11 ore fa

Milano, Italia Sky A tempo pieno

Want to do the best work of your life? Make your mark at Europe’s leading entertainment brand. Our people make Sky a truly exciting and inclusive place to work - a place where you can be yourself and let your skills shine.

As an Incident & Problem Manager within Content Experience & Distribution you will be accountable for resolving the most severe incidents impacting Sky’s TV Aggregation Platforms (Sky Q, Sky Glass) and OTT Services (Sky Go, Now) in Italy and across the Sky Group. As a process expert you will be able to compile comprehensive Incident Reports, Problem Records and Continual Improvement Plans. You will develop and maintain a deep understanding of our products, infrastructure and the value of our content, furthermore in order to execute your group responsibilities and partner effectively with Comcast you will be an effective communicator with excellent written and spoken English.

Incident Management
- Maintain a working understanding of Sky’s TV Products & Services across all territories and the key supporting technology
- Responsible for the Alignment & Compliance of Incident & Problem Processes within Content Experience Distribution (CXD)
- Act as a Point of Reference and Proactively Support Group Platform Control with the Prioritization and Escalation of “Watch TV” Incidents
- Proactively drive the resolution of Managed “Watch TV” Incidents (P1, P2 & P3) across all territories
- Chair Post Incident Reviews and create comprehensive Incident Reports in English

Problem Management
- Create Reactive & Proactive Problem Records: Drive the Resolution of Open Problem Tasks
- Create Insight and Data Driven Improvement Plans for Failing Services & Technology
- Deliver Proactive support Service Management Reviews, Group Resilience Teams and Group Platform Control Management

Event Management
- Accountable for proactive support of Business Critical Events: Content & Service Launches etc
- Coordinate Group Support & Operational Teams via Event Centres: Provide Comprehensive Status Updates that Reassure & Inform

Role Requirements
- Proven Track Record in Managing Incidents in a Complex Technical Environment (Essential)
- Excellent Verbal & Written Communicator in English (Essential)
- Strong leadership, team building and problem solving skills (Essential)
- Flexibility to work Extended Hours on occasion (Essential)
- Professional Certification in Technology & Service Management Process (Desirable)
- Academic Certification at Diploma/Degree Level in a Technical/Scientific Field (Desirable)
- To apply, send your CV in English._

Why wait?

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

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