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Infrastructure Support Analyst

Company: Tickets.com
Location: Costa Mesa
Posted on: September 19, 2022

Job Description:

*Tickets.com*, an *MLB company*, delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. Our Technology team builds platforms and products that provide a new smart ticketing solution and venue experience. Using cutting-edge technology, our platform and applications are consumed by fans, stadiums, and MLB teamsWe are assembling a world-class team to build on these experiences, to scale platforms and products that anticipate emerging opportunities, including dynamic pricing and offers and digital, contactless ticketing. Our mission is to provide premium, innovative live experiences for our clients and their patrons.Tickets.com is looking for an *Infrastructure Support Analyst *passionate about building engaging products for our fans.*The Opportunity: *The Support Analyst will be responsible for providing tier 1 support to teams across MLB and Tickets.com. In this role, you will monitor systems, applications and services, taking action on alerts, troubleshooting and resolving issues or escalating as the situation or playbook requires. This position will work closely with various teams, following a pre-defined framework and process of engagement to ensure the shortest mean time to recovery/resolution as well as optimal uptime.*Essential Job Functions: *--- Monitors the performance of complex network, system, and application components and services.--- Identify, remediate, and conduct root cause analysis to resolve malfunctioning hardware, software and environmental alerts as the situation or playbook requires.--- Triage and troubleshoot issues, following standard operating procedures and playbooks.--- Track and update incidents through defined communication channels as well as document all defects, resolutions, and recovery time and duration in detail.--- Error on the side of transparency and visibility with all written and verbal communication to stakeholders to keep all parties informed.--- Participate in 24/7 rotating shift coverage and on-call support.--- Communicate and collaborate with Technology teams to ensure systems work as designed.--- Answer calls, monitor network systems, create tickets and complete initial triage to resolve incidents.--- Escalate and assign tickets to appropriate resource(s) if the problem cannot be resolved within the defined playbook guidelines.--- Verify and close tickets after an incident has been confirmed and resolved and ensure tickets are handed off with the proper knowledge transfer during shift changes.--- Provide technical guidance to internal clients; provide tactical support to external client-facing groups.*Requirements: * - Track record working with enterprise systems of large scale and financial impact - Superb written and verbal communication skill - Open-Source experience - Good knowledge around on-prem and cloud environments - Proven ability to multi-task in a fast-paced environment - Working knowledge of Call /Ticket-Tracking Software and system/network monitoring tools. - Ability to apply general knowledge of network and computer processes, technologies, and systems in support of troubleshooting internal and external issues and requests. - Experience with Web-based applications (implementation, documentation, and support process). - Ability to work, motivate and pursue independently. - Solid analytical, problem-solving, organizational, time-management, follow through and writing/recording skills. - Engage with internal and external stakeholders to triage their issues via tickets and video conferencing - Excellent written and verbal communication skills. Communication must be thorough, accurate and succinct with the ability to communicate complex technical problems concisely and professionally. - Create, update, or review documentation changes based on process evolution, technological changes and trends, and new tools. - Ability to handle sensitive information with a sense of urgency and respect. - Ability to work in a team environment: establish and nurture interpersonal relations.*Key technical traits* - APIs and microservices: REST, Web, Graph - Real-time log/event monitoring - SolarWinds, Splunk, SumoLogic, OpenTelemetry, GCP monitoring, AWS monitoring, DataDog - Performance characteristics: SLAs, SLOs, Error Budgets - Secured Application Access and control - Okta SSO and MFA, MS Active Directory - Database Solutions - Oracle, MYSQL, MSSQL, CloudSQL - Scripting: Python, Groovy, UNIX - Compliance: PCI DSS, SSAE18*We offer an Outstanding Benefits Package that includes: * - Medical - Dental - Vision - STD & LTD - 401K Retirement Plan - Basic Life & AD&D - Supplemental Life Insurance - Paid Time Off (PTO, STO, Holidays including Year-End Holiday Break) - HSA & FSA - Legal Plan - Pet Insurance - Tuition Reimbursement - *Full-Time* - MLB Tickets*Tickets.com is an Equal Opportunity Employer.*Job Type: Full-timeBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee discount* Flexible schedule* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Referral program* Retirement plan* Tuition reimbursement* Vision insuranceSchedule:* 8 hour shiftAbility to commute/relocate:* Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting work (Required)Work Location: One location

Keywords: Tickets.com, Costa Mesa , Infrastructure Support Analyst, Professions , Costa Mesa, California

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