Front Office Support Manager

About Indra Group

Indra Group is a prominent global technology and consultancy firm partnering with clients worldwide for their core business operations. Leading in Transport and Defence markets, as well as Digital Transformation Consultancy and IT sectors in Spain and Latin America through its affiliate Minsait, Indra reported €4.84 billion in revenue in 2024, with over 60,000 employees, operating in more than 140 countries.

The company's values include:

• Innovation: Driving a safer, interconnected future through advanced solutions and expert teams.
• Trust: Delivering dependable, high-quality solutions to build lasting relationships.
• Connection: Collaborating and evolving to meet customer needs effectively.
• Foresight: Anticipating future requirements to develop better solutions.

Role Overview

The Front Office Support Manager will lead the delivery and maintenance of front office applications for a significant public transport program over a 12-month fixed term. This leadership role involves managing a multidisciplinary team responsible for L2 and L3 technical support, incident escalation, system enhancements, and performance tracking. Close coordination with clients and internal stakeholders is critical to ensure system dependability and service excellence.

Key Responsibilities

• Lead the field equipment support function with accountability for delivering L2 and L3 support for all front office applications.
• Manage operational performance and availability of ticketing devices such as validators, gates, and retail equipment in live transport environments.
• Serve as the primary escalation point for front office incidents and complex technical problems, coordinating cross-team resolutions.
• Engage with clients at senior levels regarding operational performance, incident patterns, service improvements, and governance matters.
• Oversee daily tasks including incident management, ticket prioritization, queue control, root cause analysis, and monitoring key performance metrics.
• Provide strategic guidance to team leaders, system engineers, administrators, and analysts ensuring solid processes and quality service delivery.
• Initiate continuous improvements, system optimizations, and implement enhancements within the Front Office setup.
• Coordinate with related service functions such as service desks, maintenance, engineering, and performance assurance for seamless service integration.
• Collaborate with Field Service Managers and engineering units to maintain, troubleshoot, and enhance front office equipment performance.
• Plan resource allocation, capacity, and forecasting with team leaders to achieve operational readiness.
• Deliver regular management reports covering performance metrics, trend analyses, risk assessments, and opportunities for improvement.

Required Qualifications and Experience

• Background in an engineering discipline such as electrical, electronics, telecommunications, or industrial engineering coupled with operational systems expertise.
• Proven leadership of technical support teams (L2/L3) especially within transport, ticketing, or other mission-critical systems.
• Strong knowledge of front office systems and field operational devices comparable to fare gates, onboard validators, and ticket vending machines.
• Understanding of hardware and software diagnostic procedures.
• Experience handling complex incident lifecycles, including major incident management, root cause analysis, and performance reporting.
• Demonstrated ability to guide multidisciplinary technical teams effectively.
• Competency in operational governance — managing KPIs, SLAs, and continuous service improvement.
• Excellent communication and stakeholder engagement skills, particularly in customer-facing contexts.
• Ability to work confidently within contractually complex, high-assurance environments.
• Strong analytical thinking and decisive problem-solving capabilities.
• Candidates lacking experience in field-based operational environments will not be considered.

Preferred Experience

• Working knowledge of fare collection systems, transport technology, or revenue device management.
• Familiarity with incident management platforms, ticketing systems, and monitoring tools.
• Participation in system upgrades, operational enhancements, or organizational change initiatives.

Benefits

• 25 days annual leave plus 8 bank holidays, with options to buy or sell days.
• Pension scheme with 4% employee and 4% employer contributions.
• Private medical insurance inclusive of dental and optical care.
• Life assurance and income protection coverage.
• Employee assistance programs.
• Flexible and remote working arrangements.
• Engagement in charitable activities and social events, both formal and informal.
• Access to learning and development programs.
• Supportive, innovative, and collaborative working environment.

Equal Opportunity Statement

Indra is committed to equitable employment practices, evaluating candidates without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, origin, disability, or any other protected characteristics.