Service Reliability Engineer (GVMC)

Role purpose

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

What you’lldo

• Monitor Mobile Data, Mobile Voice and Fixed network services, alarms, eventsand performance indicators.

• Identify, triageand resolve incidents affecting 4G, 5G, IMS, VoLTE, VoWiFiand 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 playbooksand engagethe correct support, engineering, supplieror partner teams.

• Support planned network changes through pre-checks, post-checksand service validation.

• Provide concise operational updates, maintainaccuraterecordsand 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 andIMS, including mobile data and voice service behaviour and common failure scenarios.

• Understanding ofVoLTE and VoWiFi, mobile core and signallingconcepts, and IP networking fundamentals.

• Experience monitoringlive telecoms services and interpreting alarms, logs, dashboardsand performance information.

• Experience of incident, problemand change management within an operational environment.

• Clear communication skills for both technical and non-technical audiences, with a strong teamand customer focus.

Desirable

• Experience with mobile core, IMS or fixed voice platforms and vendors.

• Knowledge of GTP, SIP, Diameter, SS7/SIGTRAN, roamingor MVNO operations.

• Exposure tocloud-native network functions, automationor modern observability tools.

The team

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