Engineer 3

Ticketmaster India

Engineer 3

Fully Remote

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
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.
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 THIS ROLE WILL DO
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 THIS PERSON WILL BRING

• 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 â€
  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