Support Manager / Helpdesk Manager - Linux, PHP, Apache - Central London, WC2

Support Manager / Helpdesk Manager - Linux, PHP, Apache - Central London, WC2 Location: Central London, South East UK Salary: Competitive Type: Permanent Ticketmaster is the world's leading ticketing company, providing ticket sales, ticket resale services, marketing and distribution through www.ticketmaster.co.uk the UK's No.1 Ticketing website, and a 24-hour call centre. Our team is expanding, and we are now recruiting for an Applications Support Manager, to join and lead a team of Application Support Specialists. The Support Manager is responsible for leading a team that maintains the application and configuration of Ticketmaster's inventory management system. The role will also include providing assistance to the Senior Product and Applications Manager. This role will have excellent exposure to a number of critical systems and groups within Ticketmaster. The Support Manager will be responsible for running the software platform that powers Ticketmaster for the European markets. Reporting into the Senior Manager for Product and Application Support, the Support Manager will be responsible for ensuring the day to day support, mentoring, and training and development of the 2nd Line Application Engineers. The engineers are Ticketmaster's 2nd line application support Team, who maintain our bespoke Linux based operating system with Perl, PHP and bash technologies. We will provide significant training on our bespoke systems to our recruited candidate. The Support Manager will have experience of supporting web based applications with Linux and Perl and managing a team, as well as implementing best practise processes such as ITIL. Overview - Support Manager / Helpdesk Manager - Linux, PHP, Apache - Manage, lead, and mentor team of Application Engineers supporting Ticketmaster's Web based Products with a hands on approach - Liaise with Ticketmaster US to create a 24/7 support structure across the globe - Coordinate with Tier 1, field and Systems Operations both locally and globally for problem and incident management and resolution - Help guarantee system availability/performance Key Accountabilities: - Lead and develop an Application Support team to be Tier 2 support for Ticketmaster's web based products worldwide - Analyse the product and work with product management to improve applications and create tools to improve support capabilities - Work with Ticketmaster advanced product support to ensure repeated requests and issues are getting addressed - Lead the Application Support team responsible for the implementation and operation of Ticketmaster's application infrastructure. This includes software deployments, configuration management, monitoring, escalation resolution and day to day business operations. - Advisement and escalation to senior leadership on business and technical matters. - Define support structure to maintain, configure, deploy, and troubleshoot Ticketmaster's web based applications. - Planning and strategic direction of a team that operates 7days a week on an on call basis - Work with Ticketmaster software development and systems engineering teams to ensure an efficient and cohesive environment to provide an adequate application infrastructure and operational support for execution of business, client and product development engagements. - Responsible for the uptime and maintenance of Ticketmaster's web based applications and services. - Assist in development opportunities to create tools and provide monitoring for our application, services and infrastructure. - Direct the personnel activities of the team. – Hiring, evaluating and training a highly skilled and motivated staff. - Work with management to establish best practices, priorities and schedules. Required Experience: - Extensive experience working with back-end IT systems (e.g. Unix, Windows, Networking). - Strong proven Linux working experience. - Strong proven Apache Web Server administration experience. - Scripting experience ( Perl / Shell / PHP ). - SQL scripting experience -Exposure to Oracle DB environment desirable -Some Windows systems knowledge and exposure desirable -Proven experience in managing support and technical operations in a high availability, high capacity environment. -Ability to think logically and analyze application and business process requirements. -Ability to work in a team environment with excellent verbal and written skills. -Exposure to Linux operating systems, database and clustered environments. -Experience with software development lifecycle. -Ability to work well with other departments and varying levels of management. -Self-driven and be able to work with minimal supervision. -Results oriented: readily takes ownership to ensure goals are met. -Demonstrated project problem analysis/resolution skills. -Required to carry a mobile phone and provide on-call after hours support. Working Hours: core hours will be 10:00 to 18:00 Monday to Friday, however some flexibility will be required as the team works a rolling shift pattern, between the hours of 7am to 8pm, Monday to Sunday All Ticketmaster positions are subject to pre-employment screening. Keywords: Support Manager / Helpdesk Manager - Linux, PHP, Apache – Central London, WC2