Job Summary:

Location: India

Division:Engineer 3 - Abuse

Line manager: Senior Engineering Manager - Site Reliability Engineering
Contract Terms: Permanent  

THE TEAM

As the Abuse Operations Engineering Lead, 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.

THE JOB

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)

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