Direct With Nexteam
Between October 2021 and June 2023
Sky Service Management
Sky engaged Nexteam to provide incident management support across their website. Focusing on handling incidents raised by their monitoring platforms and other teams, as well as proactively improving their monitoring systems and wider support processes. Additionally we were to review their existing processes and make recommendations with the aim of transitioning to an SRE model.
We are responsible for diagnosing any alerts that are generated by the monitoring system (Dynatrace) and created and tracked in ServiceNow. Team is responsible for finding out the root cause by looking at various systems and logs.
Identifying gaps in monitoring and addressing them
As part of our engagement we also performed gap analysis of their existing monitoring and alerting levels to ensure its monitoring of all key journeys. Team added additional monitoring on Dynatrace APM and Dynatrace Synthetics so they have good coverage. The Team also optimised existing alerting to tune out false positive alerts.
Setting up KPIs (Core web vitals SLOs and SLIs)
We also applied industry standard measurements for all of the products. This allied us to bring consistency across the platform and identify areas to improve. We started monitoring core web vitals and then set up Service Level Indicators & Service Level Objectives for SRE best practice.
We also bult multiple dashboards in Grafana from multiple data sources for engineering, product and marketing teams.
Streamline Oncall Support Process
We implemented a new out of hours on-call process which includes rota management and on-call payment improvements for the engineering team. This process looked to reduce how often engineers had to be on-call but also streamlined the process so that less people can support the platform but also not be on-call frequently.
Support Team Lead
I am passionately dedicated to graphics and design, adhering to the guiding principle of crafting simple, elegant, and intuitive designs. My ultimate goal is to create extraordinary customer experiences that leave a lasting impression of excellence and innovation.
Senior Service Owner
Senior Support Engineer
I'm Software Engineer with over 20 years experience, with a proven track record of delivering customer focused, scalable, high availability, java centric solutions in a fast-paced Agile environment.
Support Team Lead
I’m a computing jack of all trades, my knowledge and skills go from hardware to frontend. PostgreSQL, Devops, Java are my strongest areas, but I’m just as comfortable fiddling with Ceph clusters, networking and web apps. I’ve got a long proven track record in delivering IT projects on time and too budget.
An experienced product manager who is customer problem centric and believes in first design principles. I am passionate about identifying customer problems and solving them in a simple, elegant, and intuitive manner.