Joe Oneill

Senior Manager - Incident & Problem Management @Sky

London, GB

I currently lead the London arm of Sky’s Technology Incident and Problem Management team, based in Sky’s Osterley campus.Being part of Sky’s Global Technology Reliability function, the team partners multiple business and technology areas including Corporate, Customer, Digital, Broadcast, Operations, Mobile, Enterprise & Cyber - leading technical Incident and Problem Management across these, and working to support a wide breadth of services that enable Sky to deliver market-leading products.Experience- Accountability for 6 direct reports, working as the lead group of Incident Managers across Sky Technology- Responsibility for influencing stability across a large breadth of technology teams and service types (Broadcast, Operations, Consumer, Marketing, Customer Management, Networks, Product, Mobile)- Management of high and critical priority incidents (often impacting >1m. consumers) across multiple technologies operated through various methodologies and principles (on-prem, cloud, outsourced, third party)- Management/ liaison of C-Level and Exec stakeholders during critical incidents- Support, governance, and engineering of core Incident and Problem management process across multiple delivery frameworks (DevOps, Agile, Waterfall and SRE)- Consultation with multiple enterprise areas of the business during development phases of their products, supporting input of non-functional requirements to address focus on stability, availability, resiliency, and user experience- Incident Management ownership for major releases & product launches (Sky Glass, iPhone launch, Black Friday)- Leading critical stability and proactive problem management initiatives for major events central to changes initiated by C-19 pandemic (major proposition changes, new Sky Sports application capability, PPV events, homeworking)- Leading Incident/ Problem business intelligence and reporting initiatives; developing/ building capability to support improved insights of Incident data

Richmond upon Thames College

A Levels, Business studies, Communication studies, Leisure & Sociology