Core Ticketing Analyst in Melbourne/Naarm, Australia

Job Summary:

THE TEAM

The Core Ticketing Operations team is a global group of dedicated engineers and analysts, keeping key ticketing systems and gateway services running 24 hours a day, 365 days a year. These business-critical systems are responsible for managing ticketing inventory, selling tickets, allowing entry to venues, and essential reporting.

THE JOB

Ticketmaster’s Core Ticketing Operations is a global team focused on the reliability and stability of the company’s core ticketing platform. You will be responsible for the global monitoring, operation and maintenance of these systems while contributing to ongoing efforts to improve stability and uptime as well as participating in product rollouts, modernisation and toil reduction projects.

Working Hours: 38 hours per week on a rotating shift basis. The role includes weekday, weekend, and public holiday shifts as part of this rotation. Weekdays have varying shifts between 8am to 9pm while weekends and public holidays run a single shift from 9am to 9pm.

WHAT YOU WILL BE DOING

• Maintain the uptime of Ticketmaster’s ticketing system through daily maintenance, upgrades, configuration management, monitoring, incident management, and user support.

• Respond to and resolve system alerts in a timely fashion, ensuring appropriate notification, escalation, status communication, and post-event documentation.

• Learn Ticketmaster’s ticketing application to an advanced level.

• Liaise with application developers to document and correct system issues.

• Facilitate handover of support duties between local and international teams.

• Actively contribute to the expansion of the departmental knowledgebase.

• Adhere to and enforce all policies and procedures governing the operational aspects of our business.

• Work closely with other team members & contractors on the design & implementation of new tools & process improvements

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

• Experience working in an application support role.

• Command line experience with any Linux distribution.

• Understanding of clustered, virtualised, and containerised environments.

• Familiar with configuration management and automation tools ie: Ansible, Salt, Puppet, GitLab.

• Familiar with monitoring tools ie: Prometheus, Grafana, Splunk

• Competency in at least one scripting language: Bash, Perl, or Python

• Good understanding of databases, including SQL querying abilities

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)

• Ability to work as part of a team and be self-driven, able to work with minimal supervision.

• Ability to work well with other departments and varying levels of management.

• Effectively gathers requirements.

• Takes initiative to independently identify and solve problems.

• Excellent written and verbal communication skills.

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right.

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others.

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.

EQUAL 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.

CULTURE

We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

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