Principal Engineer, CSRE Provisioning (Remote, United Kingdom) in London

Job Summary

JOB DESCRIPTION – Principal Engineer, CSRE Provisioning

• Division: Ticketmaster
• Contract Terms: Permanent, 40 hours per week
• 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 Provisioning team within CSRE (Customer/Client Site Resilience Engineering).

Provisioning reduces operational complexity across the Ticketmaster hosted CSRE platform estate - we own the lifecycle of the platforms behind Resilience Engineering, operating, stabilising, standardising, upgrading, migrating and, where appropriate, retiring them.

The estate grew through years of pragmatic local decisions: inconsistent deployment patterns, patchy observability, ageing infrastructure.

Our job is to reverse that.

We are not measured by how much infrastructure we build - we are measured by how much complexity we remove, leaving a smaller, more consistent, more reliable estate that costs less to operate.

We support teams across the globe, with many peers in North America and the United Kingdom, and we are adding people in other time zones.

The Job

As a Principal Engineer in Provisioning, you will help set technical direction for how the CSRE hosted platform estate is operated, upgraded, migrated and retired.

You will help sequence the largest and highest-risk initiatives, lead on the most complex work and act as a technical escalation point when things go wrong in production.

You will help define the operating standards other engineers enforce, resolve ownership questions before they become disputes, and represent Provisioning's technical position to other CSRE teams, application teams and senior leadership.

You will multiply your impact through the engineers you develop, while staying hands-on with the platforms.

• What you will be doing
• Help set technical direction and a multi-quarter roadmap for platform lifecycle work across the CSRE hosted estate.
• Own the hardest and highest-risk initiatives, personally leading platform-side execution
• Help define and evolve Provisioning's supported operating model and standards, deciding what becomes standard versus a documented, time-boxed exception.
• Act as a technical escalation point for production incidents on platforms Provisioning operates, driving resilience analysis into durable, structural fixes.
• Represent Provisioning's technical position in cross-team architecture and design reviews with Platform Engineering, application teams, and senior leadership.
• Build and evolve the reliability, DR and observability practices used across the estate, going deeper than any single platform to ensure they generalize.
• Lead service acceptance for the most complex or highest-risk new platforms, setting the bar other engineers apply to the rest.
• Identify what infrastructure or process can be retired before advocating for anything new, consistent with the team's 'shrink before growing' principle.
• Participate in the team's on-call rotation and act as an escalation point for the most complex incidents - in line with our 'you build it, you run it' mantra, technical ownership at this level still means carrying the pager.
• Mentor and develop senior and staff-level engineers through pairing, design review and career coaching.
• Contribute to sprint planning and PI-cycle delivery on the PROV Jira board, shaping how capacity is split between planned improvement and reactive operational demand.
• Bring structural feedback from operating the estate back into CSRE Platform tooling and Provisioning's own standards.
• What you need to know (or technical skills)

Extensive practical experience operating and evolving production infrastructure at scale, including complex, high-risk migrations and decommissioning.

Deep expertise designing and troubleshooting distributed systems, with a track record of resolving the most complex cross-service failure modes.

Expert understanding of SRE principles - SLIs, SLOs, error budgets - and how to apply them consistently across a large, heterogeneous estate.

Extensive experience with on-premises data center infrastructure and cloud-native environments, including governance, cost trade-offs, and vendor evaluation at scale.

Track record improving observability and alerting across many platforms, not just a single service.

Deep experience with infrastructure-as-code and automation, with a bias toward making operational work repeatable rather than manual.

Excellent software engineering fundamentals, with the judgement to know when a bespoke solution is warranted and when it isn't.

Extensive experience with production readiness, DR validation, and controlled failure testing across critical systems.

Expert-level incident analysis skills, with the ability to identify structural, contributing factors across multiple incidents.

Practical experience directing where LLM and AI-assisted tooling helps engineering work, and where it does not.

Excellent written and verbal communication, including exec-ready summaries, architecture documents, and clear standards.

• You (behavioural skills)
• Lead with service and humility, creating momentum without leaning on authority.
• Default to curiosity, asking how a team got where they are before prescribing a solution.
• Hold a point of view: ready to say "this is how we do it" and explain why, and just as ready to take a better idea back to platform leadership.
• Persuade with evidence and empathy, adapting your message for engineers, product, and senior stakeholders.
• Mentor deliberately, helping others grow as engineers and as people who support other engineers well.
• Give direct feedback with respect, and protect psychological safety while raising the bar.
• Stay patient in a complex organization, keeping work moving when dependencies are slow.
• Turn messy inputs into clear next steps without needing every detail resolved first.
• Prefer simple mechanisms that scale over bespoke fixes that only you can maintain.
• Work sustainably and design systems that do not require heroics to keep running.
• Take pride in the documentation and decisions that let teams sustain the work.
• Remain adaptable, switching between hands-on debugging and engineering, customer support, and planning as needed.
• 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.

Recruiting and hiring

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner.

Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment.

All hiring decisions are made with human review.

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