Indra Group UK & Ireland
Front Office Support Manager
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Front Office Support Manager 12 month Fixed-Term Contract (FTC)
Indra is one of the leading global technology and consulting companies, serving as a technological partner for core business operations worldwide. It specialises in proprietary solutions for Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Known for innovative, high-value products and a commitment to technological advancement, Indra delivered €4.84 billion in revenue in 2024, employs over 60,000 people, and operates in 46+ countries with reach across 140+ nations.
Our purpose is driven by four core values:
- Innovation – Cutting-edge solutions and expertise propel a safer, more connected future.
- Trust – Built through reliability, strong commitment and high-quality solutions for customers, employees, partners, investors and society.
- Connection – Nurtured through collaboration, adaptability, and addressing our customers’ needs for a better future.
- Foresight – Transforming experience and knowledge into solutions for a safer, more connected tomorrow.
About the Role
We are seeking a Front Office Support Manager to lead the management, maintenance, and delivery of front office applications within a major public transport programme.
This role oversees a multi-disciplinary support team responsible for:
- L2 and L3 incident management
- Major incident escalation
- System improvements
- Performance reporting throughout the contract’s lifecycle
The ideal candidate will provide technical oversight, govern operations, and ensure collaboration with clients and internal systems, maintaining system stability and service excellence.
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Key Responsibilities
- Lead operational support for L2 and L3 front office ticketing applications (validators, gates, retail devices).
- Monitor and maintain the availability and performance of these systems to ensure seamless operations.
- Serve as the senior escalation point for complex technical issues and resolution coordination.
- Interact with clients on topics such as performance metrics, operational trends, improvements and contract compliance.
- Oversee daily operational activities: incident management, priority ticketing, RCA (Root Cause Analysis) production and performance tracking.
- Guide team leaders, engineers, and support staff to enforce high standards and continuous improvement.
- Drive system optimisations and enhancements across the Front Office environment.
- Work with adjacent teams (customer support, maintenance, electronics, and performance assurance) for integrated service delivery.
- Collaborate with Field Service Managers and technical teams for equipment maintenance and critical issue resolution.
- Align resource planning, capacity management, and forecasting with the team leader.
- Provide senior management reporting on performance metrics, trends, risks, and improvement opportunities.
Requirements
- Preferred engineering discipline (electrical, electronics, telecommunications, or industrial) with operational systems expertise.
- Significant experience leading L2/L3 technical teams (preferably in transport, ticketing, or mission-critical systems).
- Comprehensive understanding of front office ticketing systems and field operational devices (e.g., fare gates, validators, ticket machines).
- Proficient in diagnostic troubleshooting for both software and hardware.
- Hands-on experience with incident lifecycle management, Major Incident protocols, RCA, and performance tracking.
- Proven leadership managing multi-disciplinary technical teams.
- Strong proficiency in KPIs, SLAs, operational governance, and continuous improvement.
- Excellent customer and stakeholder engagement skills, particularly in high-assurance contracts.
- Confidence in multi-faceted, contractually complex environments.
- Robust analytical skills and decision-making abilities.
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Note: Candidates without field-based operational experience (e.g., ticketing or transport systems) will not be considered.
Desirable Experience
- Direct familiarity with fare collection systems, transport technology, or revenue device management.
- Knowledge of incident management tooling, ticketing platforms, and monitoring systems.
- Experience with system upgrades, operational improvements, or change projects.
Benefits
- 25 Paid Annual Leave Days + 8 Bank Holidays (with option to buy/sell).
- 35-hour work week.
- Pension scheme: 4% employee contribution, 4% employer contribution.
- Comprehensive private medical insurance (including dental & optical).
- Life Assurance & Income Protection.
- Employee Assistance Programmes.
- Flexible/remote working options.
- Charitable initiatives & Social Events (formal & informal).
- Learning & Development programs for career growth.
- Collaborative & innovative work culture.
Indra embraces equality of opportunity and holds no regard to race, religion, sexual orientation, gender identity, disability, ethnicity or other protected characteristics. Everyone is welcome here.
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