Application Support Engineer - 12 Months

Job Description

Application Support Engineer - 12 months FTC (Mat Cover)

Location: Stoke-on-Trent

Division: International Sports Technology

Contract Terms: 12 months Fixed Term (Mat Cover)

THE TEAM

The Application Support teams provide a Tier 2 technical support that seeks resolution to technical issues raised by the Ticketmaster international market teams related to the products and services used by Ticketmaster Sports clients and fans. At first touch, the team aims to resolve where possible and escalate to other technology teams where necessary and liaise between tier 1 and engineering teams for escalated incidents. They provide expert Onsales coordination and perform incident management for major incidents for supported products and services, ensuring that we maintain a high standard from diagnostics and communication to complete resolution. The team are key to new client configuration and support and work collaboratively with Product and software engineering teams to continuously improve service levels.

A crucial part of the teams' ambition is to actively reduce operational effort by creating/improving automation or working with Software/Platform Engineering teams to improve self-healing and self-service tooling, documentation, FAQs, or tooling.

THE JOB

As an Application Support Engineer, you'll be part of a team providing oversight and office hours and on-call support of the infrastructure and services that power Ticketmaster Sport. Members of the Application Support team must work independently and multi-task among several concurrent problems, perform triage and prioritisation as necessary with discretion and pragmatic judgment, including marshalling the necessary internal resources during high-pressure situations. This role requires a strong sense of responsibility and problem ownership through to completion. This role requires compiling solutions across a broad technology stack whilst working with engineering teams on long-term fixes. This role will also require working with the wider technology team to reduce support requests per client whilst helping accelerate the client base's growth. At Ticketmaster, our people embrace these qualities, so if this sounds like you, then please read on!

WHAT YOU WILL BE DOING
• Feed into the design and automation of tools, services, APIs, client and fan facing applications.
• Providing 2nd line support to internal Ticketmaster teams
• Supporting wider Ticketmaster teams to help troubleshoot using product & technical knowledge
• Independently learn new technologies and master the Ticketmaster products and services so that you can provide 'full-stack' diagnostics, when necessary, to help determine the root cause of issues, where appropriate help our integrators through their issues.
• Attend discovery sessions and where appropriate daily stand-ups with software and platform engineering teams.
• Providing accurate, constructive feedback with positive engagement to other Ticketmaster teams is a vital responsibility.
• Perform periodic on-call duty as part of a global team monitoring the availability and performance of the Ticketmaster sites and APIs used by third-party services, as well as the various internal services and systems on which these interfaces depend.
• Ensure integration documentation is up to date and to a high standard, this team will provide the subject matter expertise to ensure we offer a high-quality service to our integrators.
• Provide technical assistance to other business units for all issues on operating the production environment.
• Support and troubleshoot with integrators during API onboarding and upgrades.
• Help integrators in troubleshooting issues they face with API requests and data feed solutions, whilst ensuring that how-to guides are continually improved.
• Updating and maintaining API documentation and taking appropriate internal documentation as a starting point to creating external-facing integration documentation.
• Using expertise gathered from working with integrators to help UAT API enhancements.
• Advanced troubleshooting techniques with in-house and external technologies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• BA/BS degree in computer science or related field or relevant work experience in lieu of degree.
• Proficiency in PowerShell for operations scripts and text processing is expected.
• Troubleshooting skills ranging from diagnosing low-level API request issues to large-scale issues with correlating data between various APIs.
• Experience with configuration management systems.
• Experience working in an agile development environment.
• Experience with network management systems and network monitoring tools such as Nagios, Ganglia, or Cacti, and analysis tools such as Splunk and Zabbix.
• Understanding of networking principles and the ability to use basic network troubleshooting tools
• Prior experience in a fast-paced environment, resolving multiple interrupt-driven priorities simultaneously.
• Working knowledge of one or more database products (MSSQL, MySQL, etc.)
• Experience with Incident and change management, ITIL

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

Jobcode: Reference SBJ-rn3oxk-3-145-23-123-42 in your application.