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.

• 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.

• 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.

• 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.

• 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.

• 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.