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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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Contract Implementation Support Analyst – Indra Group, Hybrid UK

Support Indra Group’s transition and operation of TfL London transport ticketing systems. Manage deployments, application support, readiness checks, and early-life service operations.

GBUnited KingdomHybridContractMiddleSeniorEnglish RequiredSupport Engineer
ITSMMS SQL ServerOracleSQL

Description

  • Participate in mobilisation, knowledge transfer, shadowing, and reverse-shadowing activities while documenting operational knowledge and validating readiness against agreed criteria.
  • Review, prepare, and improve SOPs, runbooks, support guides, and knowledge articles for controlled transition and sustainable operations.
  • Identify knowledge gaps, procedural weaknesses, and operational risks; escalate findings and support remediation before service takeover.
  • Deliver second- and third-line application support to internal and external stakeholders across business-critical back-office systems.
  • Execute software and code deployments across test and production environments under approved release, change, and security procedures.
  • Administer and maintain application environments, monitor performance, investigate incidents, and support service restoration.
  • Work with customer teams, incumbent supplier SMEs, resolver groups, and test teams to diagnose and resolve application, environment, and deployment issues.
  • Support operational process improvements, documentation quality, and service optimisation during transition and early-life support.
  • Communicate effectively with technical and non-technical audiences while maintaining customer focus and meeting security, quality, and governance standards.

Requirements

  • Experience supporting medium- to large-scale enterprise or transactional applications in an operational support environment.
  • Demonstrated experience with software deployments, implementation activities, and production releases.
  • Strong troubleshooting and analytical capabilities, including investigation of application, performance, and production incidents.
  • Working knowledge of relational databases, especially Microsoft SQL Server and/or Oracle.
  • Experience supporting Microsoft Windows environments and using operational support tools.
  • Knowledge of ITIL service management processes, including incident, change, problem, and service request management.
  • Experience creating and maintaining operational documentation, support procedures, and knowledge-transfer materials.
  • Strong communication and stakeholder-management skills across technical and non-technical audiences.
  • Experience in transport, ticketing, payments, public sector, regulated, or mission-critical environments.
  • Experience with BMC Helix or other ITSM platforms, monitoring systems, or observability tools.
  • Experience using PowerShell, automation, DevOps, or release tooling.
  • Knowledge of PCI DSS, security controls, and the handling of sensitive or confidential information.
  • Understanding of payment processing or fraud-prevention processes.
  • Bachelor’s degree or equivalent professional experience in information technology, computer science, or a related discipline.
  • ITIL Foundation certification or equivalent practical service-management experience.

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