Job Summary:
JOB DESCRIPTION – Engineer 3
Location: Gurugram, HR, India
Line Manager: Lead Engineer
Contract Terms: Permanent
THE TEAM
As the Abuse Operations Engineer, you'll be part of a mission critical team protecting the Ticketmaster platforms from abusive entities or those who deploy abusive digital behaviours designed to circumvent our controls that protect fair access to tickets. Abuse Operations is a centrally managed command and control centre for abuse investigations, escalations, policies, and tooling for all Ticketmaster properties systems.
WHO ARE YOU?
Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!
THE ROLE
Abuse Operations Engineers must be able work independently across a broad tech stack, multi-task concurrent problems, perform triage and prioritization as necessary with discretion and pragmatic judgment. They provide expert coordination and perform analysis and remediation of abuse for supported products and services, maintaining a high standard from diagnostics and communication while driving to complete resolution. They actively reduce operational effort by creating/improving automation or working with Software Engineering teams to improve self-healing and self-service tooling, documentation, and processes.
WHAT YOU WILL BE DOING
Provide 1st line support for all Ticketmaster abuse queries
Perform on-call duty as part of a global team monitoring the availability and performance of the ticketing systems and APIs used by third-party services, as well as the various internal services and systems on which these interfaces depend.
Resolve advanced issues and provide advanced troubleshooting for escalations.
Provide Subject Matter Expertise to cross-functional teams on abuse issues, including strategy, issue troubleshooting, and product & tool requirements.
Drive continuous improvements to our products, tools, configurations, APIs and processes by sharing learnings, constructive feedback, and design input with internal technical teams and integrators.
Independently learn new technologies and master Ticketmaster ticketing platforms products and services to provide 'full stack' diagnostics to help determine the root cause of issues, and where appropriate help our integrators through their issues.
Ensure runbooks, resolution responses, internal processes and integration documentation are up to date and to a high standard suitable for internal stakeholder usage.
Work on automation to reduce toil
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.
Experience with bot detection and blocking systems.
Troubleshooting skills ranging from diagnosing low-level request issues to large-scale issues with correlating data between various third-party partners and in-house systems
Proficiency in Bash/Python/Go etc for operations scripts and text processing.
Working knowledge of HTTP protocol and basic web systems, and analysis tools such as Splunk and Kibana/ELK stack, and database products (Oracle/MySQL/DataBricks/Snowflake/etc.)
Experience working with a 24/7 shift based team.
Experience in a global, fast-paced environment, resolving multiple interrupt-driven priorities simultaneously
Passionate and motivated, resourceful, innovative, forward-thinking
Strong English language communication skills and the ability to collaborate closely with remote team members
Ability to work with autonomy while ensuring that new knowledge is shared with technology teams
Committed and able to adapt quickly
Embrace continuous learning and continuous improvement
YOU (BEHAVIOURAL SKILLS)
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 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. 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.
#LI-AK
#Remote
Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
