At a Glance
- Tasks: Lead and optimise ticketing systems for a major public transport programme.
- Company: Join a forward-thinking public transport organisation focused on innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
- Why this job: Make a real difference in customer experience and operational excellence.
- Qualifications: Experience in IT support and team leadership required.
The predicted salary is between 63000 - 77000 £ per year.
We are seeking a Ticketing Systems Lead to lead the operational performance, support, and continuous improvement of customer-facing systems and field devices within a major public transport programme.
This role goes beyond traditional IT support - it requires ownership of live operational technology, including ticketing systems, validators, gates, kiosks, and other passenger-facing devices that are critical to daily service delivery.
You will lead a multi-disciplinary team responsible for ensuring high availability, rapid incident response, and seamless customer experience across all front office technology.
Key Responsibilities 1.
Lead the end-to-end support and operation of front office systems and field devices, ensuring reliable performance across stations and customer environments. 2.
Oversee the delivery of L2 and L3 support services, with a strong focus on real-time operational impact and customer experience. 3.
Act as the senior escalation point for major incidents affecting ticketing systems, gates, validators, kiosks, and associated platforms, coordinating rapid resolution with engineering and field teams. 4.
Drive operational excellence across: * Incident management * Ticket prioritisation and queue management * Root cause analysis (RCA) * Service performance and uptime 5.
Work closely with field engineers, maintenance teams, and operational stakeholders to ensure effective resolution of hardware and software issues in live environments. 6.
Lead engagement with the client on: * System performance * Incident trends * Service improvements * Operational risks and mitigation 7.
Ensure systems meet contractual SLAs/KPIs, particularly those linked to customer availability and revenue protection. 8.
Identify and deliver continuous improvement initiatives, including system optimisation, reliability improvements, and operational efficiencies. 9.
Provide leadership and direction to a cross-functional team including team leaders, engineers, analysts, and support staff, ensuring alignment between IT, engineeri...
Ticketing Systems Lead in London employer: FBI &TMT
As a Ticketing Systems Lead, you will join a forward-thinking public transport programme that prioritises innovation and customer satisfaction. Our work culture fosters collaboration and continuous improvement, offering ample opportunities for professional growth and development in a dynamic environment. With a focus on operational excellence and a commitment to enhancing the passenger experience, we provide a unique chance to make a meaningful impact in the community while enjoying a supportive and engaging workplace.
