IT & Software

Service Reliability Engineer (GVMC)

Sky Group

London · Greater London · United Kingdom

Overview

In this role, you monitor and support the operational health of Sky’s Mobile Data, Mobile Voice, and Fixed networks to protect service availability and customer experience. You work in a 24/7 service reliability function, performing incident triage, first-line resolution, and escalation with cross-functional teams to minimise customer impact. You use network monitoring tools to detect degradation, raise incident tickets, and contribute to improved procedures and knowledge articles. The position sits within the 24/7 Service Reliability team, aligning operational practice with Sky’s mission to deliver reliable connectivity. London, Brick Lane.

Responsibilities
  • Monitor mobile data, mobile voice, and fixed network services, alarms and performance indicators
  • Identify, triage and resolve incidents affecting 4G, 5G, IMS, VoLTE, VoWiFi and fixed voice services
  • Use monitoring tools to detect service degradation and take action before customer impact
  • Raise and manage incident tickets, follow playbooks, and engage appropriate teams
  • Support planned network changes through pre-checks, post-checks and service validation
  • Provide concise operational updates and maintain accurate records; contribute to procedures and knowledge articles
  • Work as part of a 24/7 service reliability function and stay calm during major incidents
Key requirements
  • Strong telecommunications background in network operations, service assurance or engineering
  • Experience with 4G, 5G and IMS, including mobile data and voice behavior and common failure scenarios
  • Understanding of VoLTE, VoWiFi, mobile core and signalling concepts, and IP networking fundamentals
  • Experience monitoring live telecoms services and interpreting alarms, logs, dashboards, and performance data
  • Experience with incident, problem and change management in an operational environment
  • Clear communication skills for technical and non-technical audiences with a customer focus
  • Strong communication
  • Team player
  • Customer focus
  • 4G/5G and IMS knowledge
  • VoLTE and VoWiFi understanding
  • Mobile core and signalling concepts

Reference: WJ-747_30180484

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