Major Incident & Problem Manager - Work From Home - Arizona

Job Summary:

JOB DESCRIPTION – MAJOR INCIDENT AND PROBLEM MANAGER

Location: NA West - PST/PDT or MST/MDT (Remote)

Contract Terms: Permanent

THE TEAM

The Service Management team is part of the Ticketmaster Global Technical Operations group and is jointly responsible for ensuring optimal service delivery. The team designs, implements, and governs Technology controls/processes to lead the pursuit of service delivery excellence.

THE JOB 

This is a multi-discipline role within the Service Management team. Responsibilities include Major Incident Management, Problem Management, Post-Incident Reviews, reporting, operational improvements, and stakeholder engagement.

We are looking for someone with enthusiasm and motivation to help drive the successful delivery of Ticketmaster products and services. The ideal candidate will understand the need for well-structured, flexible processes to work in a fast-paced, agile environment. The candidate will also understand current and emerging technologies well and have strong analytical and problem-solving skills.

WHAT YOU WILL BE DOING

• Responsible for fully validating the fan/client experience and impact, assigning the relevant urgency of all incidents, and executing the correct level of the Incident Management process with a sense of urgency.

• Respond to support escalation for high-priority incidents as part of 24/7 on-call rotation. Work cohesively as a global team to ensure adequate cover is available in all regions globally to support the Major Incident escalation process (including but not limited to holiday and sickness cover.)

• Responsible for being a single source of status information and delivering clear, timely, and accurate business and technical communications across the organization, including technology and business stakeholders.

• Confidently lead the recovery of high-profile, major, and crisis technology incidents within vast, complex environments, including disaster recovery scenarios. Focusing on service restoration and minimum disruption using various methodologies …