TICKETING SYSTEMS OPERATIONS SPECIALIST (HORIZON VGS)

Duncan & Ross; Riyadh; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading ticketing services provider in Saudi Arabia is looking for a Ticketing Systems Operations Specialist to manage operational support for their Horizon by VGS platform. This role requires proven hands-on experience with Horizon, a solid IT Service Management background, and the ability to handle issues under pressure during live events. The ideal candidate will demonstrate strong troubleshooting skills, work collaboratively with team members and vendors, and contribute to continuous improvement in operational processes. This position is crucial in ensuring system stability and service continuity.

Qualifications

• Proven experience with Horizon by VGS is mandatory.
• Strong background in IT Service Management (ITSM), focusing on Incident and Problem Management.
• Experience supporting live entertainment or ticketing platforms.

Responsibilities

• Manage Incident Management processes for timely resolution.
• Lead Problem Management activities and perform root cause analysis.
• Provide daily operational support for the Horizon VGS ticketing system.

Skills

Operational support

Technical troubleshooting

Analytical skills

Communication skills

Teamwork

Tools

Horizon by VGS

ITSM tools

Job description

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

• 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.