Job
Description
Role Overview: You will provide 1st line support for all Ticketmaster alert and queries, perform on-call duty as part of a global team monitoring the availability and performance of ticketing systems and APIs used by third-party services, resolve advanced issues, and provide troubleshooting for escalations. Additionally, you will offer Subject Matter Expertise to cross-functional teams, drive continuous improvements to products, tools, configurations, APIs, and processes, and work on automation to reduce toil. Key Responsibilities: - Provide 1st line support for Ticketmaster alert and queries - Perform on-call duty as part of a global team monitoring ticketing systems and APIs - Resolve advanced issues and provide troubleshooting for escalations - Provide Subject Matter Expertise to cross-functional teams - Drive continuous improvements to products, tools, configurations, APIs, and processes - Work on automation to reduce toil - Ensure runbooks, resolution responses, internal processes, and integration documentation are up to date and of high quality Qualifications Required: - BA/BS degree in computer science or related field or relevant work experience in lieu of a degree - Experience with bot detection and blocking systems - Troubleshooting skills for diagnosing low-level request issues to large-scale issues - Proficiency in Bash/Python/Go for operations scripts and text processing - Working knowledge of HTTP protocol, basic web systems, analysis tools like Splunk and Kibana/ELK stack, and database products such as Oracle, MySQL, DataBricks, Snowflake, etc. - Experience working with a 24/7 shift-based team - Experience in a global, fast-paced environment handling multiple interrupt-driven priorities - Strong English language communication skills and the ability to collaborate with remote team members - Ability to work autonomously while sharing new knowledge with technology teams - Committed, adaptable, passionate, motivated, resourceful, innovative, forward-thinking, and open to continuous learning and improvement. Role Overview: You will provide 1st line support for all Ticketmaster alert and queries, perform on-call duty as part of a global team monitoring the availability and performance of ticketing systems and APIs used by third-party services, resolve advanced issues, and provide troubleshooting for escalations. Additionally, you will offer Subject Matter Expertise to cross-functional teams, drive continuous improvements to products, tools, configurations, APIs, and processes, and work on automation to reduce toil. Key Responsibilities: - Provide 1st line support for Ticketmaster alert and queries - Perform on-call duty as part of a global team monitoring ticketing systems and APIs - Resolve advanced issues and provide troubleshooting for escalations - Provide Subject Matter Expertise to cross-functional teams - Drive continuous improvements to products, tools, configurations, APIs, and processes - Work on automation to reduce toil - Ensure runbooks, resolution responses, internal processes, and integration documentation are up to date and of high quality Qualifications Required: - BA/BS degree in computer science or related field or relevant work experience in lieu of a degree - Experience with bot detection and blocking systems - Troubleshooting skills for diagnosing low-level request issues to large-scale issues - Proficiency in Bash/Python/Go for operations scripts and text processing - Working knowledge of HTTP protocol, basic web systems, analysis tools like Splunk and Kibana/ELK stack, and database products such as Oracle, MySQL, DataBricks, Snowflake, etc. - Experience working with a 24/7 shift-based team - Experience in a global, fast-paced environment handling multiple interrupt-driven priorities - Strong English language communication skills and the ability to collaborate with remote team members - Ability to work autonomously while sharing new knowledge with technology teams - Committed, adaptable, passionate, motivated, resourceful, innovative, forward-thinking, and open to continuous learning and improvement.
