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Implementation Support Analyst
Indra Group. Participate in Mobilisation, Knowledge Transfer, Shadowing and Reverse Shadowing activities, capturing operational knowledge and evidencing readiness against agreed criteria .
Tech Stack
Tools & technologiesITSMMS SQL ServerOracleSQL
About the role
Key responsibilities & impact- 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
- 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
- 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 with technical and non-technical audiences while maintaining a customer-focused approach and adhering to security, quality and governance expectations
Requirements
What you’ll need- 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
- 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
- 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