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AdTech Service Operations Analyst

3 months ago

Brentford, United Kingdom Sky Full time

We believe in better. And we make it happen.

Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

As a AdTech Service Operations Analyst you will provide initial triaging of user queries/monitoring alerts and follow standard documented process to resolution. Where issue is more complex or not documented to escalate to more senior team members.

Working within the Service Operations Team as a Service Operations Analyst your primary role is to function as a buffer between users, monitoring systems and senior team members. You will be the face of the Service Operations team. You will be expected to perform initial triage of faults and follow documented process as an initial attempt to resolve issues. Where this is not possible, you are expected to collate pertinent information and escalate to senior staff for their review. You will be expected to be fill the gap between business users/partners and the operations team and input into efforts to expedite resolution of incidents and improving core resiliency. As AdTech continually evolves you will also be expected to evolve and take on board a DevOps culture and broaden your experience to help the team transition from a traditional business application support team to a more agile service management ethos.

What you'll do

  • Work on incident triage / resolution and engage various teams for support escalation.

  • Work closely with Sky Media Stakeholders to support revenue generation though advertising

  • Lead conversations to ensure solutions or acceptable workarounds are found to enable closure of the issue.

  • Document and update support procedures.

  • Work closely with Senior team members to Deliver objectives and OKRs

  • Develop & propose improvements in our reporting areas

  • Proactively recommend ways to improve Service Delivery and reduce TOIL

  • Ensure technical documentation and runbooks are produced and updated when and where appropriate.

  • Support product delivery and lead onboarding where required.

What you'll bring

  • Ideally qualified to graduate level, minimum A/Level or equivalent

  • Experience in a professional environment with a large service-oriented company

  • Technical adept with skills in:

    MS office,

    MS SQL / MySQL / DB Query language

    Coding experience in any language,

    Unix and Shell scripting experience

    exposure to cloud systems a distinct advantage.

  • Ideally some previous experience in a technical support role that involves troubleshooting with understanding of basic ITIL / ITSM concepts.

  • An ambitious person with a desire to acquire technical skills and able to follow technical documentation e.g., modify and run SQL queries, examine, and modify simple scripts/commands.

  • Excellent inter-personal skills and telephone manners

Team overview

Working within the Service Operations Team as a Service Operations Analyst, your primary role is to provide a service-oriented approach to supporting Sky Media and wider teams. As AdTech continually evolves to adopt a DevOps culture you will be expected to leverage your experience in this area to help transition a traditional business application support team to a more agile service management ethos.

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

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

Inclusion & how you'll work

Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky.

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 from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.

We'd love to hear from you

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It’s a place where you can explore what if, how far, and what next.

But better doesn’t stop at what we do, it’s how we do it, too. We embrace each other’s differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we’ll back you all the way.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.