Sky
Service Reliability Engineer (GVMC)
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About Us
We're Sky, Europe's biggest entertainment brand. Think top-quality shows. Breaking news. Innovative tech. Must-have products. Careers here mean the freedom and support you need to make an impact - pushing boundaries, creating solutions, hitting targets. As part of our close-knit team, you'll enjoy plenty of benefits, plus experiences you'll only find at Sky.
What You'll Do
- Monitor the health and performance of Sky's 4G EPC and 5G SA Core network elements (AMF, SMF, UPF, PCF, UDM and associated functions) using CLI and network management tools.
- Monitor VoLTE and VoWiFi service health across the IMS platform, identifying call-setup failures, media-path issues, overbilling anomalies, and registration problems.
- Track mobile data session KPIs (attach rates, PDN/PDU session success, throughput, latency) and take proactive action on degradations before they become customer-impacting.
- Monitor roaming service performance for inbound and outbound subscribers, including GTP-C signalling health and GTP-U user-plane connectivity across visited and home networks.
- Act as an operational contact point for MVNO partner issues, triaging service-affecting faults reported by or impacting MVNO subscribers and coordinating with partner technical teams.
- 'Eyes on glass' monitoring of network monitoring tools across mobile, IP, and fixed voice domains.
- Triage network faults and alerts raised through Comarch, Sev-One, Spark auto-ticketing and other monitoring platforms.
- Raise Spark tickets and assign or call out appropriate support teams across Group Networks.
- Execute network repair actions in accordance with established playbooks, particularly for mobile core node faults and voice platform issues.
- Monitor change activity and support implementation teams with pre-check and post-check activities as required.
- Receive inbound calls to the NOC from front-end teams, third parties, suppliers, and partners.
- Manage inbound and outbound access requests.
- Support escalations to the Network Reliability Engineering team for non-BAU faults.
- Provide a 24/7 operational contact point for network issues and incident coordination.
- Coordinate BAU change management activities. Implement routine network changes in line with operational standards and change control processes.
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What You'll Bring
- The ideal candidate will be a network engineer possessing excellent problem-solving skills and demonstrate a proactive approach to issue resolution.
- They will be equally comfortable monitoring the network, supporting BAU change, and directly resolving incidents using a combination of CLI and network management tools.
- Effective communication and the ability to remain calm under pressure are essential.
- A willingness to adapt to evolving technologies and processes within a fast-paced environment is highly valued.
- Solid understanding of 4G EPC architecture (MME, SGW, PGW, HSS, PCRF) and ideally 5G SA Core (AMF, SMF, UPF, PCF, UDM).
- Working knowledge of VoLTE and VoWiFi call flows, IMS registration, SIP/Diameter signalling within the voice path, and common failure modes in mobile voice services.
- Familiarity with GTP-C and GTP-U protocols - able to interpret signalling logs and identify session-setup or user-plane failures.
- Understanding of mobile roaming operations: inter-PLMN signalling, visited/home network interactions, and the impact of roaming on data and voice services.
- Experience working in or supporting an MVNO or thick-MVNO model, understanding the split of responsibilities between host and virtual operator.
- Hands-on experience with CLI-based tools and network management platforms.
- Solid understanding of IP networking fundamentals (routing, switching, DNS, DHCP) as they apply to mobile backhaul and core transport.
- Experience with telecoms change and incident management processes.
- Ability to interpret the information provided by network monitoring systems and take appropriate action to resolve incidents.
- Strong team ethic working in an unpredictable operational environment.
- Demonstrated ability to remain focused and effective during high-impact incidents.
- Capable of articulating technical issues to both technical and non-technical audiences.
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Team Overview
Service Reliability
The Service Reliability team is responsible for the 24/7 running of Sky's telecoms network. It provides the primary 24/7 service desk for Group Networks routing incident tickets both within the department and to other on-call support teams within Group Networks. The department is directly responsible for executing playbooks for problem resolution within the Fixed Voice and Mobile network domains.
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
Brick Lane
Our Brick Lane office is in the heart of the East End of London. It's part of a vibrant and varied community; close to street food, cafes, and shops. The closest tube station is Aldgate East, and Liverpool Street is about a 10-minute walk.
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.
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