Major Incident - Arizona City, United States - Ticketmaster Entertainment, Inc.

Description

Job Summary:

JOB DESCRIPTION - MAJOR INCIDENT AND PROBLEM MANAGER

Location: NA West - PST/PDT or MST/MDT (Remote)

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 designs, implements, and governs Technology controls/processes to lead the pursuit of service delivery excellence.

THE JOB

This is a multi-discipline role within the Service Management team. Responsibilities include Major Incident Management, Problem Management, Post-Incident Reviews, reporting, operational improvements, and stakeholder engagement.

We are looking for someone with enthusiasm and motivation to help drive the successful delivery of Ticketmaster products and services. The ideal candidate will understand the need for well-structured, flexible processes to work in a fast-paced, agile environment. The candidate will also understand current and emerging technologies well and have strong analytical and problem-solving skills.

WHAT YOU WILL BE DOING

• Responsible for fully validating the fan/client experience and impact, assigning the relevant urgency of all incidents, and executing the correct level of the Incident Management process with a sense of urgency.
• Respond to support escalation for high-priority incidents as part of 24/7 on-call rotation. Work cohesively as a global team to ensure adequate cover is available in all regions globally to support the Major Incident escalation process (including but not limited to holiday and sickness cover.)
• Responsible for being a single source of status information and delivering clear, timely, and accurate business and technical communications across the organization, including technology and business stakeholders.
• Confidently lead the recovery of high-profile, major, and crisis technology incidents within vast, complex environments, including disaster recovery scenarios. Focusing on service restoration and minimum disruption using various methodologies and management techniques.
• Take responsibility for governing the incident management, problem management, and post-incident review processes end-to-end, collaborating with Service Management peers, Site Reliability Engineering (SRE), business and technology teams, and external vendors to ensure all KPIs are met and a high standard of management and reporting is consistently achieved.
• Manage post-incident reviews to maximize learnings from major incidents.
• Collaborate with the Site Reliability Engineering (SRE) team to enable effective engineering analysis and the evolution of incident management and post-incident review processes to ensure ongoing refinement and valuable outputs.
• Provide comprehensive incident, problem, and post-incident review reports to all required audiences.
• Manage major incidents and Problems with focus and urgency to mitigate contributing factors and pursue the completion of relevant improvement actions.
• Build and maintain customer and stakeholder relationships.
• Support the Service Management team's obligation to process ownership, operations, and governance.

WHAT YOU NEED TO KNOW

• Educated to a degree level is advantageous but not essential.
• Need to have experience working within organizations aligned to essential processes from Service Management methodologies such as ITIL and ISO ITIL v3 or ITIL v4 Foundations certification is beneficial.
• Professional experience aligned to ITIL Service Management practices for Incident and Problem Management. Additional experience with Change Management, Request Fulfilment, Knowledge Management, and Service Availability Management is beneficial.
• Collaborative work in an environment that integrates Service Management with robust Site Reliability Engineering practices is advantageous.
• Experience operating in multi-platform Technology environments.
• Experience researching, analyzing, and documenting customer/client impact associated with incidents.
• Proficient in adapting inquiry tactics to various situations, whether requiring focused action or exploratory discovery.
• Problem Management responsibilities in a global organization.
• Experience supporting and participating in managing Disaster Recovery and contingency tests is beneficial.
• Understanding and exposure to principles and practices associated with SRE, Agile, Lean and DevOps methodologies.
• 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 general technology concepts, networking, server management, application development, and 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, and Google GSuite is beneficial.

YOU

• 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 the aptitude to influence, empower, guide, and lead groups up to and including the 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 Ticketmaster teams' dynamic business lines, practices, and technology.
• Respectfully influence various colleagues, stakeholders, and managers through explanations 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.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about 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.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL EMPLOYMENT OPPORTUNITY

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. It's 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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

The expected compensation for this position in California is:
$87,000.00 USD - $109,000.00 USD
The expected compensation for this position in Colorado is:
$87,000.00 USD - $109,000.00 USD
The expected compensation for this position in Washington is:
$87,000.00 USD - $109,000.00 USD
** Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law, the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, and the Washington Equal Pay and Opportunities Act. It is estimated based upon what a successful California or Colorado applicant or an individual working in this position in the state of Washington would be paid. It assumes that the candidate will be in California, Colorado, or Washington or perform the position from California, Colorado, or Washington. Similar positions located outside of California, Colorado, or Washington will not necessarily receive the same compensation. Live Nation takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the California, the CO EPEWA, and Washington Laws, a potential new employee's salary history will not be used in compensation decisions.