Lead Engineer - Image & Update Services

Job Summary:

JOB TITLE: Lead Engineer - Image & Update Services

Location: Remote

Division: TechOps

Line Manager: Sr. Director, Managed Infrastructure Services

Contract Terms: Permanent

THE TEAM

The Image & Update Services team is responsible for server operating system (OS) image creation and management, image pipeline automation, management of software update distribution systems (WSUS), Linux repositories, and related infrastructure and automations. These services are utilized by dependent product and infrastructure teams across both public and private cloud platforms.  

THE JOB

As a Lead Engineer on the Image & Update Services team, you will report directly to the Sr. Director of Managed Infrastructure Services. Your role is to assist in planning and sometimes implementing work related to all services supported by the team. You will be responsible for designing, implementing, and maintaining robust platform solutions for server OS image management and software patch availability, ensuring the availability and security of those components in our digital ecosystem.

You will work closely with a broad range of internal infrastructure and product teams, as well as directly liaising with a partner group of contractors responsible for implementation of in-scope work at your direction. 

WHAT YOU WILL BE DOING

• Tactical Work (25%): Implementation of planned project work, as well as support of operational tickets from internal customers. This includes hands-on coding, debugging, and deploying fixes when necessary.

• Solutions Architecture (35%): Design architectures that enable seamless integration and consumption of infrastructure services by tech teams. This involves creating documentation, diagrams, and proof-of-concepts.

• Strategic Work (40%): Participate in planning sessions, roadmap discussions, and architecture reviews, contributing valuable insights to set the direction for future technology implementations.

This is an exciting time to come on board with Ticketmaster, as we focus on efforts towards modernization and operability, expanding capacity, and enhancing our service offerings in a number of ways. You will also:

• Provide subject matter expertise for server OS (Linux & Windows) imaging & deployment pipeline implementations

• Ensure OS image deployment processes are scalable and efficient, allowing for consistent rollouts across locations and platforms, with integrated automated testing to ensure image quality and stability

• Collaborate with stakeholders to include required software, settings, and configurations within images

• Design robust highly scalable architecture for in scope services

• Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.

• Provide mentorship and coaching to junior team members

• Proactively identify and address stability, capacity, and performance concerns

• Implement automation & IaC solutions

• Plan & complete assigned project related work from Jira tickets following Scaled Agile Framework (SAFe) methodology

• Lead strategic initiatives directly and through influence

• Check in code for infrastructure build, automation, & tests to version control repository (GitLab)

• Support PCI / security compliance requirements (upgrades, defect management, etc) 

• Regularly work with Jira, GitLab, Prometheus, Grafana, Splunk

• Liaise with other teams as required 

• Respond to, recover from, and prevent future occurrences of failures & outages

• Participate in on-call and potentially some emergency after-hours support as required

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Project Management: Basics of project management with a focus on dependency mapping and value chains.

• DevOps and SRE: Experience with Gitlab, CI/CD tooling, Monitoring and Alerting, and SRE practices.

• Compliance and Security: Understanding of PCI Compliance and Security Best Practices.

• Software Engineering: Desired experience in software development, including but not limited to coding in languages like Python, Java, or Go, understanding of software design patterns, and experience with code reviews and version control systems like Git.

• Solid experience with software update distribution systems, including WSUS, and Linux repository management

• Cloud Expertise: Solid understanding of cloud services like AWS and GCP

• Agile Practices: Must have experience with Agile methodologies.

• Experience working as a key contributor in a fully remote team

YOU (BEHAVIOURAL SKILLS)

• Extremely knowledgeable on a majority of in scope services

• Leadership: Proven experience in leading initiatives and projects.

• Challenge the Status Quo: Willing to challenge existing practices if it leads to improved outcomes.

• Capable and comfortable working on highly strategic, complex, and high-risk undertakings

• Autonomous and proactive

• Passionate and self-starting, focused on iterative delivery and data-driven decision-making.

• Problem-Solving: Exceptional ability to analyze complex issues, synthesize problem statements, and propose valuable problems to solve.

• Communication: Excellent written and verbal communication skills, capable of facilitating cross-team collaboration.

• Comfortable with working in cross functional and multidisciplinary teams

• Excited about taking on challenging technical problems and devising creative solutions

• Deeply concerned with the security and compliance implications of your services and solutions

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

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 OPPORTUNITY

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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Holiday Closure Notice

Ticketmaster will be closed for a couple of weeks during the holiday break, with operations resuming on 6th January 2025. While we may not respond during this time, we will review your application and be in touch as soon as we return. Thank you for your understanding, and we wish you a wonderful holiday season!

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The expected compensation for this position is:

** Pay is based on a number of factors including market location, qualifications, skills, and experience.