AdTech Service Operations Analyst

Responsibilities

• 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.

Requirements

• Meticulous approach and attention to detail
• Confident with good interpersonal skills
• Understanding of Agile methodologies and ways of working
• Demonstrable ability to communicate effectively with senior stakeholders, with proven communication and stakeholder management skills
• Ability to collaborate across teams whilst taking the lead on specific topic areas
• Team overview
• Content technology and innovation
• 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.

Benefits

Additional Information

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 p rovide 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.

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