Application Support Analyst

Indra Group

. Support transition activities by acquiring service knowledge, reviewing operational artefacts and contributing to transition readiness evidence, including Knowledge Transfer, Shadowing and Reverse Shadowing outcomes .

Posted 9/26/2026contractRedhill • United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ASP.NETITSMLinuxMS SQL ServerOracleShell ScriptingSQLUnix.NET

About the role

Key responsibilities & impact

Support transition activities by acquiring service knowledge, reviewing operational artefacts and contributing to transition readiness evidence, including Knowledge Transfer, Shadowing and Reverse Shadowing outcomes
Provide second-line application support for back-office systems, including system operation, technical troubleshooting, incident resolution, root cause analysis and controlled escalation to specialist resolver groups
Operate fraud prevention processes, including transaction reviews, daily fraud checks, hotlist administration and investigation of actual or suspected fraud cases
Analyse transactional and operational data to identify anomalies, service issues, fraud indicators and improvement opportunities
Review, maintain and help create SOPs, runbooks, support guides and knowledge articles
Support operational reporting, including service level inputs, performance data collection, trend analysis and governance evidence
Liaise with application, database, infrastructure, development, test, service management and customer teams to resolve incidents and protect service continuity
Contribute to continuous improvement by identifying process weaknesses, recommending improvements and embedding lessons learned into BAU support practices

Requirements

What you’ll need

Experience providing application support for medium to large-scale transactional systems, ideally within a regulated, high-availability or transport environment
Strong understanding of relational databases, particularly Oracle and/or Microsoft SQL Server, from an application support perspective
Practical experience in incident triage, technical troubleshooting, root cause analysis, escalation and operational recovery
Experience handling sensitive or confidential information, with a good understanding of data protection and information security
Ability to analyse operational and transactional data, produce reports and identify patterns, exceptions and service risks
Working knowledge of ITIL service management processes, including Incident, Problem, Change, Request and Knowledge Management
Good working knowledge of Microsoft Office, particularly Excel, Outlook and Word
Experience in fraud prevention, fraud analysis, hotlist administration or payment-processing support
Experience working in a 24/7 or on-call support environment
Knowledge of Unix/Linux, Windows, PowerShell, shell scripting, .NET, C# or ASP.NET
Experience using BMC Helix or another ITSM platform, monitoring tools or operational reporting dashboards
Knowledge of PCI DSS, smart ticketing, transport ticketing or back-office revenue collection systems
Experience in DevOps, software deployment or release and deployment activities
BA/BSc in Information Technology, Computer Science, Engineering or a related discipline, or equivalent professional experience
ITIL Foundation or equivalent practical experience of service management
Relevant certification or experience in Oracle, SQL Server, PowerShell, BMC Helix, information security or PCI DSS
Relevant transport or payments industry certification

Benefits

Comp & perks

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
Flexible/remote working options
Charitable initiatives
Social events (formal & informal)
Learning and development programs
Innovative & collaborative work environment