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Indra Group
Indra Group
ConsultingDefenseLogistics
Indra Group is a Spanish multinational technology and systems company serving defence, air traffic management, space, mobility, and digital transformation markets. Its businesses, including Minsait and IndraMind, develop and integrate capabilities such as sovereign artificial intelligence, cyber-resilient platforms, radar and command-and-control systems, and smart transport infrastructure. Indra works with governments, critical infrastructure operators, and large enterprises internationally, combining large-scale delivery with substantial research and development across its global operations.
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Application Support Analyst – Indra Group (Hybrid, Redhill)

Support Indra Group’s critical back-office and fraud systems as they help operate London’s transport ticketing network. Contribute to service transition, incident resolution, fraud prevention and ongoing operational improvement.

GBUnited KingdomHybridContractMiddleSeniorEnglish RequiredSupport Engineer
.NETASP.NETITSMLinuxMS SQL ServerOracleShell ScriptingSQLUnix

Description

  • Support service transition by building system knowledge, reviewing operational documentation and contributing evidence of transition readiness, including Knowledge Transfer, Shadowing and Reverse Shadowing outcomes.
  • Deliver second-line support for back-office applications through system operations, technical diagnosis, incident resolution, root cause analysis and managed escalation to specialist teams.
  • Run fraud prevention activities such as transaction reviews, daily fraud checks, hotlist management and investigations into suspected or confirmed fraud.
  • Examine transactional and operational data to detect anomalies, service problems, fraud signals and opportunities to improve.
  • Create, update and maintain SOPs, runbooks, support documentation and knowledge articles.
  • Contribute to operational reporting through service-level inputs, performance data gathering, trend analysis and governance evidence.
  • Coordinate with application, database, infrastructure, development, testing, service management and customer teams to resolve incidents and maintain service continuity.
  • Drive continuous improvement by identifying process gaps, proposing changes and incorporating lessons learned into business-as-usual support.

Requirements

  • Experience supporting medium- to large-scale transactional applications, preferably in a regulated, high-availability or transport setting.
  • Strong application-support knowledge of relational databases, especially Oracle and/or Microsoft SQL Server.
  • Hands-on experience with incident triage, technical diagnosis, root cause analysis, escalation and operational recovery.
  • Experience managing sensitive or confidential data, with sound knowledge of data protection and information security.
  • Ability to analyse operational and transaction data, prepare reports and recognise patterns, exceptions and service risks.
  • Working knowledge of ITIL practices covering Incident, Problem, Change, Request and Knowledge Management.
  • Proficiency with Microsoft Office, particularly Excel, Outlook and Word.
  • Experience in fraud prevention, fraud analysis, hotlist management or payment-processing support.
  • Experience working within a 24/7 or on-call support model.
  • Knowledge of Unix/Linux, Windows, PowerShell, shell scripting, .NET, C# or ASP.NET.
  • Experience with BMC Helix or another ITSM solution, monitoring tools or operational reporting dashboards.
  • Knowledge of PCI DSS, smart ticketing, transport ticketing or back-office revenue collection systems.
  • Experience with DevOps, software deployment or release and deployment activities.
  • BA/BSc in Information Technology, Computer Science, Engineering or a related field, or equivalent professional experience.
  • ITIL Foundation certification or equivalent practical service-management experience.
  • Relevant certification or experience in Oracle, SQL Server, PowerShell, BMC Helix, information security or PCI DSS.
  • Relevant certification in the transport or payments industry.

Benefits

  • 25 days of annual leave plus 8 bank holidays, with options to buy or sell days.
  • 4% employee pension contribution matched by a 4% employer contribution.
  • Private medical insurance with dental and optical cover.
  • Life assurance.
  • Income protection.
  • Employee assistance programmes.
  • Flexible and remote working options.
  • Charitable initiatives.
  • Formal and informal social events.
  • Learning and development programmes.
  • Innovative and collaborative working environment.

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