Implementation Support Analyst

Employment type: Contract. 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 Implementation Support Analyst to join the Indra/Minsait Transition and Operations Team responsible for the mobilisation, transition and support of critical Back Office systems and application services. The successful candidate will be involved from Mobilisation onwards, contributing to Knowledge Transfer, Shadowing, Reverse Shadowing, readiness validation and Early Life Support. This is a hands-on operational role with active participation in Entry activities, focused on acquiring and documenting knowledge, validating procedures and supporting stable service takeover. The role will work closely with customer stakeholders, incumbent supplier SMEs, infrastructure teams, service management functions and technical resolver groups to ensure operational capability, tooling, access, documentation and support processes are in place before service ownership transfers to Indra/Minsait. Essential job duties and responsibilities Mobilisation and operational readiness: · Participate in Mobilisation, Knowledge Transfer, Shadowing and Reverse Shadowing activities, capturing operational knowledge and evidencing readiness against agreed criteria. · Support the review, preparation and improvement of SOPs, runbooks, support guides and knowledge articles required for a controlled transition and sustainable operation. · Identify knowledge gaps, procedural weaknesses and operational risks, escalating findings and contributing to remediation actions before service takeover. Operational support and deployments: · Provide 2nd and 3rd line application support for internal and external stakeholders across business-critical Back Office systems. · Carry out software and code deployments across test and production environments in accordance with approved release, change and security processes. · Administer and maintain application environments, monitoring performance, investigating incidents and supporting service restoration activities. Collaboration, service improvement and Early Life Support: · Liaise with customer teams, incumbent supplier SMEs, resolver groups and test teams to investigate and resolve application, environment and deployment issues. · Contribute to operational process improvements, documentation quality and service optimisation initiatives during transition and Early Life Support. · Communicate clearly with technical and non-technical audiences, maintaining a professional customer-focused approach and adherence to Indra/Minsait security, quality and governance expectations Requirements Skills, Knowledge & Experience Essential: Experience supporting medium to large-scale enterprise or transactional applications within an operational support environment. Proven experience with software deployments, implementation activities and production releases. Strong troubleshooting and analytical skills, with experience investigating application, performance and production incidents. Good understanding of relational databases, particularly 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 producing and maintaining operational documentation, support procedures and knowledge transfer materials. Strong communication and stakeholder management skills, with the ability to communicate effectively with both technical and non-technical audiences. Desirable : Experience working within transport, ticketing, payments, public sector, regulated or mission-critical environments. Experience with BMC Helix or other ITSM platforms, monitoring or observability tools. Experience with PowerShell, automation, DevOps or release tooling. Knowledge of PCI DSS, security controls and handling sensitive or confidential information. Understanding of payment processing or fraud prevention processes. Qualifications Essential: 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.