Customer Network Reliability Engineer

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.

In this role, you will work hands‑on with a broad ecosystem of network platforms, including Ribbon and Nokia voice switches, Cisco, Huawei, Alcatel and Nokia data switches, provider platforms, and a range of manufacturer management systems. You’ll collaborate closely with colleagues across the UK, Republic of Ireland, Italy, and beyond — including Tier 4 engineering, design teams, and customer service operations.

Please note — working hours for this role are 8:00 am – 4:30 pm, five days a week, two days in the office.

• Monitoring failure queues and implementing immediate fixes; investigating issues that impact customer experience (e.g., latency, drops, congestion failures).
• Working with engineering, design and ops teams to implement permanent fixes or mitigations for root causes, and supporting proactive maintenance to prevent faults before they occur.

• Incident triage, rectification and technical diagnosis, then prioritising and applying fixes based on severity and number of customers affected.
• Driving improvements that increase reliability and reduce repeat faults.

• Design & engineering, service operations & field teams, suppliers/vendors and customer service teams to ensure reliability commitments are met.

• Previous experience of handling complex broadband and/or fixed‑line voice faults.
• Educated in a technical computer/engineering subject.
• Understanding IP networks, basic routing and how they are used to deliver services to customers (including ADSL, FTTP, FTTC and associated technologies).
• Excellent people skills and high emotional intelligence — empathy with customers.
• Analytical, logical problem solver, prepared to be flexible in the methods used to solve customer problems (to deviate from the script where necessary to ensure an effective and timely resolution to faults).
• A real interest and curiosity in getting to the bottom of complex technical issues and further building and sharing your personal knowledge with other members of the team.

The Customer Network Reliability Team plays a key role in ensuring our customers receive fault‑free, high‑quality connectivity across Internet and Talk services. Our team is responsible for diagnosing and resolving both provision issues and in‑life faults across a wide range of technologies — from Ethernet business lines to copper and fibre products.

We operate at the intersection of major network events and individual customer issues, bridging the gap between network‑wide challenges and the frontline customer service teams who manage single‑customer faults. This means you’ll need to communicate effectively across multiple departments, regions and technical levels, combining strong collaboration skills with deep technical expertise.

There’s a reason people can’t stop talking about Sky. Our outstanding range of rewards really is something special. Here are just a few:

• Sky Q – the TV you love in one place.
• A generous pension package.
• Private healthcare.
• Discounted mobile and broadband.
• Access to a wide range of outstanding Sky VIP rewards and experiences.

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, cafés, and shops. The closest tube station is Aldgate East and Liverpool Street is about a 10‑minute walk. We currently support hybrid working.

We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30 million to support the fight against racial injustice.…