Resilience Analyst - Central SRE

Job Summary:

JOB DESCRIPTION – Resilience Analyst - CSRE

Line Manager: Manager – Resilience Analysis

THE TEAM

A career at Ticketmaster will challenge and engage you. We support the creators and producers of shows and live performances, while connecting more passionate fans to these events. The pace here is fast, the atmosphere is fun and a passion for live events is a common thread that ties us together. As a global and growing business, we can truly offer a world of opportunities to expand your skills and develop your career. Visit any of our offices and you'll find a diverse mix of passionate employees, helping fans around the globe connect with the artists, teams and events they love. It truly is a unique and rewarding environment.

You will be part of the Central SRE team, which is responsible for increasing adoption and maturity of SRE principles across Ticketmaster, and ensuring all our services, public-facing and business-to-business are appropriately scaled and reliable.

We support teams across the globe, with many of your teammates being geographically spread across UK, NA, and APAC.

THE JOB 

As a Resilience Analyst you will be working with software engineering teams, platform engineering teams, business teams and product teams throughout Ticketmaster across a range of technology from old and esoteric to modern and mainstream. 
 

We are systematically tackling services and user journeys across the hugely diverse Ticketmaster ecosystem, understanding system dependencies and boundaries, implicit and explicit reliability expectations and agreeing achievable and aspirational targets for reliability. The Resilience Analysis team looks at the whole Socio-Technical system and works to extract learnings that can help teams to adapt to change and withstand transients, recognize and respond to abnormal situations, and recover swiftly and smoothly from failures.

We evangelize and coach SRE concepts throughout the organization, to support emerging groups practicing SRE, and to shift-left, ensuring reliability and resilience are front of mind from product inception, and that good practices are followed in the development of new services.

We should talk if:

• You're naturally curious about how things work and how people get things done in practice, not just in theory

• You understand that incidents are opportunities for learning rather than problems to be solved

• You can hold multiple perspectives simultaneously and appreciate that different people can have valid but conflicting views of the same situation

• You're energized by helping others understand system behavior and can synthesize complex information into clear insights

• You value the rigor of service management but know that real work often requires adaptation beyond documented processes

WHAT YOU WILL BE DOING 

• Coordinate and learn from major incidents, helping teams work together effectively

• Study how value flows through our systems using techniques like value stream mapping, C4 modeling, and FRAM

• Create clear, purposeful documentation using the Diataxis framework that helps people do real work

• Help teams understand how their work connects with and influences other parts of Ticketmaster

• Observe and analyze how people and teams successfully adapt to challenges

• Participate in an on-call rotation for out of hours incident management

WHAT YOU NEED TO KNOW

• Strong communication skills and ability to facilitate collaborative discussions

• A growth mindset and enthusiasm for learning new analytical approaches

• Comfort with ambiguity and complex situations

• An understanding of how value flows through organizations

• The ability to synthesize complex information into clear insights

• Excellent communication skills, written, verbal, and diagrammatic.

YOU

• Patience - although driven, you recognize that Ticketmaster is a big, complex, sometimes slow-moving place - change takes time.

• Curiosity - you like to push the boundaries of what you know and are not content to accept "because" as a reason.

• Humility - you understand your own tendency to error, and in discussion with others avoid being over-bearing

• Service - we value servant leadership - we exist to help other teams deliver value.

• Relationship building - you can network and build trust with people across the organization.

• Persuasion - you can appeal both to logic and data but also feelings and emotion to bring people on board with our recommendations.

• Perseverance - you are not easily discouraged and are willing to keep trying to solve a problem from different angles.

• Comfortable with ambiguity - you understand that the world is not black and white, and that sometimes things are not as they seem, or we don't or cannot have all the facts, and that's OK.

• Kindness - you operate from a position of compassion, and not ego. You understand and are mindful of other people’s feelings and fears.

• Simplicity - you favor simple solutions, avoid gold-plating, and optimize around the YAGNI principle.

• Not Striving - you understand that working hard is not the same as working well - you take breaks, value family and personal time, and don't feel that your value is defined by the work you do.

• Quality - you appreciate quality and pride of workmanship.

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.

Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email [email protected]. Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.