Platform Control are a 1st line technical support team that ensure that Sky broadcast content is robustly delivered to our customers. Platform Control are not directly customer facing - so issues come in via internal Sky departments or 3rd party providers or via our monitoring tools.

The Platform Controller role is unique to Sky - all Platform Controllers are provided full training which enables them to quickly identify faults on our TV platforms and apps and restore normal service via the application of known fixes or through triage and critical issue.

What you'll do
* Minimise downtime to Sky's customers, Wholesale Partners and 3rd Party Content Providers by becoming operationally capable in the areas of the Platform your site is responsible for.
* Develop an understanding of available monitoring tools and use them to quickly and accurately diagnose impact to the live platform.
* Prioritise & deal with incidents in a timely and professional manner: by implementing known fix to appropriate support dept. Develop knowledge of and adhere to correct escalation and notification procedures.
* Retain ownership of escalated issues so that accurate updates and resolution details can be logged and passed on to the business.
* Analyse incidents to better understand their cause.
* Provide a comprehensive handover between shifts.
* Ensure all housekeeping duties are performed. Such duties include the management of the Platform Control email Inbox, MS Teams channels, Spark queues, Training Plans, Process documentation.
* Be aware of the potential impact of upcoming planned maintenance. To proactively monitor potentially affected systems while work is going on and report unforeseen symptoms to change implementers.

What you'll bring
* Experience of Broadcast (DTH, IPTV & VOD)
* Previous experience in an IT service/ help desk role
* Experience of Platform systems & workflows
* Working knowledge of Databases, SQL, Unix or Linux
* Understanding of Networks
* Experience of Service Now products

Please note this role operates under a 5-5-4 shift pattern (5 days on, 5 days off, 5 nights on 5 nights off, 4 days on, 4 days off, repeat). This is an on-site role.