Incident Manager

16-month Fixed Term Contract

Based in Stockten on Tees

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 4.84 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

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.

Job Overview

Indra is seeking a Service Desk Incident Manager to support the mobilisation, transition and early-life operation of the Level 1 Service Desk for a major Transport for London technology programme. This role is responsible for ensuring that incidents handled by the Service Desk are logged accurately, prioritised correctly, progressed effectively, escalated at the right time and resolved in line with agreed service levels and operational procedures.

 The role is operational and hands-on, with a strong focus on queue control, SLA protection, escalation management, incident quality, Service Desk readiness and alignment with ITIL practices. The successful candidate will work closely with the Service Desk Manager, Service Desk Team Leader, Level 1 technicians, L2/L3 resolver groups, Service Operations, suppliers, transition stakeholders and Major Incident Management.

Key responsibilities:

• Own the day-to-day incident management discipline within the Service Desk.
• Monitor incident queues, backlog, ageing tickets, SLA risks and breached tickets.
• Ensure tickets are correctly logged, categorised, prioritised, assigned, updated and closed.
• Drive timely escalation to resolver groups, suppliers and operational management.
• Coordinate incident progression between the Service Desk and L2/L3 teams.
• Support Major Incident activity by providing accurate Service Desk inputs, ticket correlation, impact information and user communication support.
• Support mobilisation readiness, including process validation, tooling readiness, queue design, escalation routes, knowledge articles and early-life support preparation.
• Provide guidance to Service Desk analysts on triage, prioritisation, escalation and process compliance.
• Produce operational reports covering incident volumes, SLA performance, backlog, trends and improvement actions.
• Work with Problem Management to identify recurring incidents and reduce repeat failures.
• Support training and onboarding for locally recruited and TUPE staff, including Indra service delivery processes and procedures.
• Promote a disciplined, collaborative and customer-focused Service Desk culture.

• Proven experience in Incident Management within a Service Desk, IT operations or managed service environment.
• Strong working knowledge of ITIL Incident Management and Service Operations.
• Experience managing ticket queues, backlog, ageing tickets, SLA risks and escalations.
• Experience working with L1 Service Desk teams and L2/L3 resolver groups.
• Ability to coordinate multiple incidents and priorities in a busy operational environment.
• Strong understanding of SLAs, OLAs, KPIs and operational reporting.
• Experience using ITSM tools such as IBM Maximo, BMC Helix, ServiceNow, Jira Service Management or equivalent.
• Excellent written and verbal communication skills in English.
• Ability to produce clear incident reports, management updates and service performance summaries.
• Structured, calm and decisive approach under pressure.
• Right to work in the UK.

Desirable requirements:

• ITIL Foundation certification or higher.
• Experience in transport, public sector, ticketing, payment systems or other business-critical environments.
• Experience supporting service transition, mobilisation, TUPE onboarding or early-life support.
• Familiarity with Major Incident Management, Problem Management and Change Management.
• Experience using Power BI or similar reporting/dashboard tools.

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension – 4% employee and 4% employer.
• Private medical insurance (including dental & optical).
• Life assurance.
• Income protection.
• Employee assistance programs.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programs.
• Innovative & collaborative work environment.

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.