Application Support Analyst

Redhill Surrey Based -Fixed Term Contract 12 months

About Indra Group UK & Ireland

Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide. It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity, and Cyberdefence via IndraMind.

The company’s business model is built around a comprehensive portfolio of proprietary products, combining strong innovation with a high-value focus for customers.

With more than 2,500 projects implemented across 50 countries and over 100 cities, Indra is a global benchmark in innovative transportation and mobility solutions. It is recognised as one of the world’s top three companies in public transportation management systems. Indra’s technology supports the daily journeys of over 78 million people, helping to reduce more than 10 million tonnes of CO₂ emissions annually, and helping save nearly 3,000 lives through improved traffic management and road safety.

Indra Group is paving the way to a more secure and better-connected future through innovative solutions, trusted relationships and the very best talent. Sustainability sits at the heart of its strategy and culture, driving efforts to address current and future social and environmental challenges.

In the 2024 financial year, Indra achieved revenues of €5.5 billion, over 60,000 professionals, maintained a local presence in 46 countries, and operated across more than 140 countries worldwide.

As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:

Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.

Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.

Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.

Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.

About the Project

Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.

This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.

Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.

Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.

Summary

We are seeking an Application Support Analyst to support the mobilisation and transition of critical back-office application and fraud management services into the Indra/Minsait operating model. The successful candidate will combine strong application operations and support capabilities, data analysis and operational documentation experience.

Application Support covers the 24x7 operation, support and control of critical back-office applications, including incident resolution, system monitoring, change support, delegated procedures execution and service stability, working closely with infrastructure and database teams to ensure end-to-end service continuity.

The role will initially focus on Knowledge Transfer, Shadowing, Reverse Shadowing and operational readiness. It will form part of the transition team, working with customer stakeholders, incumbent supplier SMEs, technical resolver groups and service management functions to capture knowledge, validate procedures and prepare the service for safe operation. After transition, the role will support business-as-usual operations, service continuity, incident resolution and continuous improvement across the relevant application and fraud domains.

Essential job duties and responsibilities

• Support transition activities by acquiring service knowledge, reviewing operational artefacts and contributing to transition readiness evidence, including Knowledge Transfer, Shadowing and Reverse Shadowing outcomes.

• Provide second-line application support for back-office systems, including system operation, technical troubleshooting, incident resolution, root cause analysis and controlled escalation to specialist resolver groups.

• Operate fraud prevention processes, including the review of transactions, daily fraud checks, hotlist administration and investigation of actual or suspected fraud cases.

• Analyse transactional and operational data to identify anomalies, service issues, fraud indicators and improvement opportunities.

• Review, maintain and help create SOPs, runbooks, support guides and knowledge articles, ensuring that operational documentation is accurate, usable and aligned to service requirements.

• Support operational reporting, including service level inputs, performance data collection, trend analysis and evidence required for governance and service review forums.

• Liaise effectively with application, database, infrastructure, development, test, service management and customer teams to resolve incidents, validate procedures and protect service continuity.

• Contribute to continuous improvement by identifying process weaknesses, recommending practical improvements and embedding lessons learned into BAU support practices.

Skills, Knowledge & Experience

Essential:

• Experience providing application support for medium to large-scale transactional systems, ideally within a regulated, high-availability or transport environment.
• Strong understanding of relational databases, particularly Oracle and/or Microsoft SQL Server, from an application support perspective.
• Practical experience in incident triage, technical troubleshooting, root cause analysis, escalation and operational recovery.
• Experience handling sensitive or confidential information, with a good understanding of data protection and information security.
• Ability to analyse operational and transactional data, produce reports and identify patterns, exceptions and service risks.
• Working knowledge of ITIL service management processes, including Incident, Problem, Change, Request and Knowledge Management.
• Good working knowledge of Microsoft Office, particularly Excel, Outlook and Word.

Desirable:

• Experience in fraud prevention, fraud analysis, hotlist administration or payment-processing support.
• Experience working in a 24/7 or on-call support environment.
• Knowledge of Unix/Linux, Windows, PowerShell, shell scripting, .NET, C# or ASP.NET.
• Experience using BMC Helix or another ITSM platform, monitoring tools or operational reporting dashboards.
• Knowledge of PCI DSS, smart ticketing, transport ticketing or back-office revenue collection systems.
• Experience in DevOps, software deployment or release and deployment activities.

Qualifications

Essential:

• BA/BSc in Information Technology, Computer Science, Engineering or a related discipline, or equivalent professional experience.
• ITIL Foundation or equivalent practical experience of service management.

Desirable:

• Relevant certification or experience in Oracle, SQL Server, PowerShell, BMC Helix, information security or PCI DSS.
• Relevant transport or payments industry certification.

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension – 4% employee and 4% employer.
• Private medical insurance (including dental & optical).
• Life assurance.
• Income protection.
• Employee assistance programs.
• Flexible/remote working options.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programs.
• Innovative & collaborative work environment.

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.