TICKETING SYSTEMS OPERATIONS SPECIALIST (HORIZON VGS)

Job Purpose:

We are seeking an experienced Ticketing Systems Operations Specialist to provide operational and technical support for a live entertainment ticketing platform, Horizon by VGS.

The role is focused on ensuring system stability, service continuity, and rapid issue resolution in a live, high-availability environment. The successful candidate will play a critical role in IT Service Management (ITSM), including incident handling, problem management, and system troubleshooting.

Hands-on experience with Horizon (VGS) is essential for this role.

Key Responsibilities

IT Service Management (ITSM)
Own and manage Incident Management processes, ensuring timely resolution and minimal service disruption.
Lead Problem Management activities, including root cause analysis and long-term corrective actions.
Track, document, and report incidents, problems, and system performance using ITSM best practices.
Support service continuity during live events and peak periods.

System Operations & Support
Provide day-to-day operational support for the Horizon VGS ticketing system.
Perform advanced system troubleshooting, diagnostics, and issue resolution across ticketing workflows.
Monitor system health, performance, and availability in a live entertainment context.
Liaise with internal teams and external vendors (including VGS, if required) to resolve technical issues.

Process & Continuous Improvement
Contribute to the improvement of operational processes, runbooks, and support documentation.
Identify recurring issues and recommend system or process enhancements.
Support change management activities related to ticketing system updates and releases.

Required Skills & Experience
Proven, hands-on experience with Horizon by VGS (mandatory).
Strong background in IT Service Management (ITSM), including Incident and Problem Management.
Experience supporting live entertainment or ticketing platforms in operational environments.
Strong technical troubleshooting and analytical skills.
Ability to work under pressure during live events and critical incidents.
ITIL Foundation or equivalent ITSM certification.
Experience working with third-party vendors and solution providers.
Familiarity with SLA-driven service environments.

Personal Attributes
Proactive, detail-oriented, and highly organized.
Strong communication skills, with the ability to explain technical issues clearly to non-technical stakeholders.
Calm and decisive in high-pressure, live operational scenarios.
Team-oriented with a strong sense of ownership and accountability.

Vertical:

Technology