Live Operations Ticketing Systems Lead

Matchtech; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Matchtech is seeking a Ticketing Systems Lead to drive the operation of customer-facing systems and field devices within a major public transport programme. You’ll own live OT, including ticketing systems, validators, gates, kiosks, and other passenger-facing devices critical to daily service delivery.

You will lead a multi-disciplinary team to ensure high availability, rapid incident response, and a seamless customer experience across front office technology, working closely with field

Qualifications

• Experience in transport, ticketing, or revenue collection environments.
• Experience managing distributed devices or field technology estates.
• Experience leading customer-facing technology in operational environments (ticketing, gates, kiosks, POS).
• Strong background in technical operations, service delivery, or support leadership (L2/L3).
• Experience handling live operational incidents with customer impact.
• Ability to work with field support teams and engineering functions.
• Understanding of incident management, RCA and KPI management.
• Proven leadership across IT, engineering, and operations.
• Excellent stakeholder management for customer-facing discussions.

Responsibilities

• Lead the end-to-end support and operation of front office systems and field devices.
• Oversee L2 and L3 support services with focus on real-time impact and customer experience.
• Act as the senior escalation point for major incidents affecting ticketing systems, gates, validators, kiosks, and related platforms.
• Drive incident management, ticket prioritisation, RCA, and uptime.
• Collaborate with field engineers, maintenance teams, and operational stakeholders.
• Engage with the client on system performance, incident trends, improvements, risks.
• Ensure systems meet SLAs/KPIs for availability and revenue protection.
• Identify and deliver continuous improvement initiatives.
• Provide leadership to cross-functional team aligning IT, engineering, operations.
• Support capacity planning, resource forecasting, and service readiness.
• Produce performance reporting including dashboards and trend analyses.

Skills

Transport knowledge

Field devices estate

L2/L3 leadership

Live incidents

Stakeholder management

Cross-functional leadership

Job description

Matchtech is seeking a Ticketing Systems Lead to drive the operation of customer-facing systems and field devices within a major public transport programme. You’ll own live OT, including ticketing systems, validators, gates, kiosks, and other passenger-facing devices critical to daily service delivery.

You will lead a multi-disciplinary team to ensure high availability, rapid incident response, and a seamless customer experience across front office technology, working closely with field