Triage Lead
2 weeks ago
**What you'll do**:
- Establish the process for identify, quantifying, and actioning issues. Bridging the gap between Operations and Triage.
- Ops Metrics - Continually evolve and track key operational metrics which demonstrably correlate to the device health of Sky's broadband customer base.
- Accountable for the assessment of potential incidents and directing the appropriate next actions.
- Carry out the data analysis necessary to understand the quality of our existing the Broadband product portfolio
- Crafting Insight - Champion issues and drive insight related improvements demonstrably beneficial to customers
- Implement and recommend new tools to help achieve reliable products and platforms.
- Build possible solutions which can allow the RDK-B Release Management team to proactively identify issues impacting Broadband customer experience and to take the required mitigating actions.
- Be the technical data lead for the deep dive investigations associated with the Quality & Reliability programme and drive continuous data improvement.
- Develop tools and strategies for identifying, classifying and prioritising product defects using Splunk and log file analysis.
- Support and advise on the best solution for reliable Broadband and Wi-Fi experience. Be able to resolve sophisticated technical issues drawing on support from domain experts as appropriate.
- Working closely with RDK-B Development, QA and Triage teams to investigate problems, identifying the root-causes of the customer issues.
- Communicate clearly and optimally with multi-functional teams
***What you'll bring**:
- Degree or equivalent in data/computer science, telecommunications engineering
- Experience working in a Software Development environment delivering software fit for high profile consumer products.
- Understanding of Lean and Agile Software Development Methodologies applied for the delivery of working product having drawn heavily on techniques for continuous improvement
- Track record of take ownership and deliver it with a "can-do attitude".
- Data Analysis/Statistics and modelling with strong Python skill
- Usage of search, aggregation and analysis tools such as Splunk, etc. Data Mining and visualisation skills e.g. SQL, Tableau etc.
- Broad Network software development at several network layers (e.g. TCP/IP, UDP, DHCP, ICMP, Ethernet)
- Knowledge of RDK analytics tools would be an advantage
**Team overview**
***Group Enterprise Technology Solutions**
Our Group Enterprise Technology Solutions team keeps Europe's biggest entertainment brand running smoothly by providing the digital technologies, tools and systems our colleagues need to work productively and collaboratively no matter where they are. Our team is built around five core capabilities: Enterprise Resource Planning platforms; workplace solutions; enablement and automation; value stream realisation and governance; and transformation and change management.
***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.
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