Major Incident & Problem Manager

Job Description

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 20000. 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 - W

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Jobcode: Reference SBJ-ro8686-3-133-109-211-42 in your application.