Job Summary:
JOB DESCRIPTION MAJOR INCIDENT AND PROBLEM MANAGER
Location: NA - Mountain or Pacific Time Zone (Remote)
Division: Ticketmaster Global
Contract Terms: Permanent
THE TEAM
The Service Management team is part of the Ticketmaster Global Technical Operations group and is jointly responsible for ensuring optimal service delivery. The team is responsible for the design, implementation and governance of IT controls/process to lead the pursuit for service delivery excellence.
THE JOB
This is a multi-discipline role within the Service Management team. Responsibilities include Incident Management (Disaster, Major, and Normal incidents), Problem Management, reporting and stakeholder engagement.
We are looking for someone with enthusiasm and motivation to help drive the successful delivery of Ticketmaster products and services and that understands the need for well-structured processes which are flexible enough to work in a fast-paced agile environment. The ideal candidate will have a good understanding of current and emerging technologies and have strong analysis and problem solving skills.
WHAT YOU WILL BE DOING
Responsible for fully validating the situation, the impact, assigning the relevant urgency of all incidents and executing the correct level Incident Management process with a sense of urgency.
Accountable as single source of status information, delivering clear, timely and accurate business and technical style communications, across the organisation including Technology and business stakeholders.
Confidently lead the recovery of high profile, major and crisis technology incidents within vast, complex environments. Focusing fully on the restoration of service and minimum disruption using various methodologies and management techniques.
Take responsibility in the governance of the Incident and Problem Management end to end process with cross Technology teams and external vendors, ensuring all KPIs are met and a high standard of management and reporting are consistently achieved.
Lead and facilitate Post-mortem and RCA tasks for high-priority incidents.
Support and participate in the management of Disaster Recovery and contingency tests for all Technology platforms
Produce comprehensive incident and problem reports to all required audiences
Driving with focus and urgency the mitigation of root cause and all relevant improvement actions.
Own all Problem Management activity for all managed incidents.
Build and maintain customer and stakeholder relationships.
Support Service Management team obligation to process ownership, operations, and governance.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
Educated to degree level is advantageous but not essential.
Need to have experience of working within organisations aligned to Service Management methodologies such as ITIL and ISO 20000. ITIL v3 or ITIL v4 Foundations certification is beneficial.
Professional experience aligned to ITIL Service Management practices for Incident Management, Problem Management. Additional experience with Change Management, Request Fulfilment, Knowledge Management, and Service Availability Management is beneficial.
Experience operating in multi-platform Technology environments
Problem Management responsibilities in a global organisation
Understanding of and exposure to DevOps, SRE, Agile, Scrum, Kanban, and Lean.
Should have a proven track record for delivering good customer service
Excellent English language writing and speaking skills. Additional languages are beneficial.
Able to effectively explain technical issues and situations in non-technical terms for business stakeholders.
Understanding of general technology concepts, networking, server management, application development, operating systems.
Awareness of current and emerging technologies and practices such as AWS, Cloud technology, Containerization, Database Management, CI/CD.
Need to have experience with ITSM service management and enterprise collaboration tools.
Knowledge of Jira, PagerDuty, Slack, DOMO, Confluence, Statuspage, LucidChart, Google GSuite is beneficial.
YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
Demonstrate strong leadership skills driving a global virtual resolution team with confidence and authority. An ability to gain trust and build relations at all levels with aptitude to influence, empower, guide and lead groups up to and including director level.
Ability to influence and lead technical conversations with various technical support groups.
Work independently with limited supervision, and collaborate synchronously and asynchronously on tasks as part of a globally distributed team.
Persistent curiosity and eagerness to discover, share, and apply knowledge about the dynamic network of Ticketmaster teams, lines of business, practices, and technology.
Respectfully influence a variety of colleagues, stakeholders, and managers through explanation of facts, policies, and practices.
Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization.
Communicate clearly, transparently, candidly, and respectfully under pressure.
Operate with focused calm and efficiency during critical and sensitive circumstances.
Keen attention to detail, and strong organizational, customer service, and decision-making skills.
Organize, prioritize, and manage time effectively in a fast-paced environment.
Adapt to shifting priorities, demands, and timelines.
Take accountability for your actions and own tasks through to completion.
TICKETMASTER VALUES
Rock Solid Reliability I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right
Winning Teamwork I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others
Act with Integrity I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. Its talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
CULTURE
Were fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. Were not just selling tickets (though we do that better than anyone else), were enriching lives one amazing experience at a time. And we think thats pretty amazing. If youre passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
We have a Fan First mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the Fan you will be part of a culture that supports and enriches the fan experience. Your work, our passion delivering world class experiences Fan First.
About Us
Recognized three years in a row by Great Place to Work and named one of People Magazines top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
