24/7 Application Support Analyst – Transit Systems (Remote)

Indra Group UK & Ireland; Redhill; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Holidays 25 days

Pension

Private medical insurance

Life assurance

Income protection

Employee assistance programs

Flexible/remote working

Social events

Learning and development

Job summary

Indra Group UK & Ireland is seeking an Application Support Analyst to support the mobilisation and transition of critical back-office applications and fraud management services into the Indra/Minsait operating model. The successful candidate will combine strong application operations and support capabilities, data analysis and operational documentation experience.

Application Support covers the 24x7 operation, support and control of critical back-office applications, including incident

Qualifications

• Experience providing application support for medium to large-scale transactional systems.
• Strong understanding of relational databases, particularly Oracle and/or Microsoft SQL Server.
• 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.

Responsibilities

• 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 the review of transactions, 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, ensuring that operational documentation is accurate, usable and aligned to service requirements.
• Support operational reporting, including service level inputs, performance data collection, trend analysis and evidence required for governance and service review forums.
• Liaise effectively with application, database, infrastructure, development, test, service management and customer teams to resolve incidents, validate procedures and protect service continuity.
• Contribute to continuous improvement by identifying process weaknesses, recommending practical improvements and embedding lessons learned into BAU support practices.

Skills

Application support

Oracle/SQL Server

Incident triage

Info security

Data analysis

ITIL

MS Office

Fraud analysis

On-call

Unix/Linux

PowerShell

Windows

PCI DSS

DevOps

Education

IT/CS degree

Tools

BMC Helix ITSM

Job description

Indra Group UK & Ireland is seeking an Application Support Analyst to support the mobilisation and transition of critical back-office applications and fraud management services into the Indra/Minsait operating model. The successful candidate will combine strong application operations and support capabilities, data analysis and operational documentation experience.

Application Support covers the 24x7 operation, support and control of critical back-office applications, including incident