Service Reliability Engineer (GVMC)

Role purpose

Monitor and support the operational health of Sky’s Mobile Data, Mobile Voice and Fixed networks. The role provides 24/7 eyes-on-glass monitoring, incident triage, first-line resolution and clear escalation to protect service availability and customer experience.

Job Description

Role purpose

Monitor and support the operational health of Sky’s Mobile Data, Mobile Voice and Fixed networks. The role provides 24/7 eyes-on-glass monitoring, incident triage, first-line resolution and clear escalation to protect service availability and customer experience.

What You’ll Do

• Monitor Mobile Data, Mobile Voice and Fixed network services, alarms, events and performance indicators.
• Identify, triage and resolve incidents affecting 4G, 5G, IMS, VoLTE, VoWiFi and fixed voice services.
• Use monitoring and network management tools to detect service degradation and take action before wider customer impact.
• Raise and manage incident tickets, follow operational playbooks and engage the correct support, engineering, supplier or partner teams.
• Support planned network changes through pre-checks, post-checks and service validation.
• Provide concise operational updates, maintain accurate records and contribute to improved procedures and knowledge articles.
• Work as part of a 24/7 service reliability function and remain calm and effective during major incidents.

Essential Knowledge And Experience

• A strong telecommunications background, preferably gained in a network operations, service assurance or engineering environment.
• Essential working knowledge of 4G, 5G and IMS, including mobile data and voice service behaviour and common failure scenarios.
• Understanding of VoLTE and VoWiFi, mobile core and signalling concepts, and IP networking fundamentals.
• Experience monitoring live telecoms services and interpreting alarms, logs, dashboards and performance information.
• Experience of incident, problem and change management within an operational environment.
• Clear communication skills for both technical and non-technical audiences, with a strong team and customer focus.

Desirable

• Experience with mobile core, IMS or fixed voice platforms and vendors.
• Knowledge of GTP, SIP, Diameter, SS7/SIGTRAN, roaming or MVNO operations.
• Exposure to cloud-native network functions, automation or modern observability tools.

The team

Service Reliability provides the 24/7 operational contact point for Group Networks. The team monitors services, coordinates incidents, carries out approved recovery actions and works with engineering teams, suppliers and partners to restore service safely and quickly.