Lead Engineer

Job Summary:

JOB DESCRIPTION – Lead Engineer

Location: Gurugram, HR

Division: Abuse

Line Manager: Senior Engineering Manager

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 Engineering Leads 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

• Oversee team(s) providing 24/7  abuse support and issue resolution.
• 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.
• 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.
• Ensure runbooks, resolution responses, internal processes and integration documentation are up to date and to a high standard suitable for internal stakeholder usage.

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 leading, managing, and building teams.
• Experience with Incident and change management
• 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)

• Applies advanced troubleshooting skills to proactively resolve issues and minimize operational disruption.

• Demonstrates strong analytical thinking and a solution-oriented mindset, regularly identifying opportunities for improvement and innovation.

• Uses sound judgment to select appropriate methods, tools, and approaches for solving complex technical challenges.

• Actively contributes to the design and architecture of systems, ensuring alignment with business goals and technical strategy.

• Regularly reviews performance, security, and quality metrics, identifying trends and taking action to maintain operational excellence.

• Embraces new ideas with an open and adaptive mindset, actively seeking opportunities to experiment, learn, and grow.

• Shares and applies proven solutions and best practices from across teams to drive consistency and efficiency across the organization.

• Consistently delivers work to a high standard, demonstrating ownership, precision, and a commitment to continuous improvement.

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 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.

#LI-AK