Job Overview
Location: Stockton on Tees. 16‑month fixed‑term contract. Indra is seeking a Service Desk Incident Manager to support the mobilisation, transition and early‑life operation of the Level 1 Service Desk for a major Transport for London technology programme.
The role ensures incidents are logged accurately, prioritised correctly, escalated appropriately and resolved in line with agreed service levels. Responsibilities focus on queue control, SLA protection, escalation management, incident quality, Service Desk readiness and alignment with ITIL practices.
About the Project
Transport for London has awarded Indra a long‑term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039. The programme covers maintenance, operation, and evolution of a large‑scale ecosystem that supports over 8.6 million daily journeys.
Key Responsibilities
- Own the day‑to‑day incident management discipline within the Service Desk
- Monitor incident queues, backlog, ageing tickets, SLA risks and breached tickets
- Ensure tickets are correctly logged, categorised, prioritised, assigned, updated and closed
- Drive timely escalation to resolver groups, suppliers and operational management
- Coordinate incident progression between the Service Desk and L2/L3 teams
- Support Major Incident activity by providing accurate Service Desk inputs, ticket correlation, impact information and user communication support
- Support mobilisation readiness, including process validation, tooling readiness, queue design, escalation routes, knowledge articles and early‑life support preparation
- Provide guidance to Service Desk analysts on triage, prioritisation, escalation and process compliance
- Produce operational reports covering incident volumes, SLA performance, backlog, trends and improvement actions
- Work with Problem Management to identify recurring incidents and reduce repeat failures
- Support training and onboarding for locally recruited and TUPE staff, including Indra service delivery processes and procedures
- Promote a disciplined, collaborative and customer‑focused Service Desk culture
Requirements
- Proven experience in Incident Management within a Service Desk, IT operations or managed service environment
- Strong working knowledge of ITIL Incident Management and Service Operations
- Experience managing ticket queues, backlog, ageing tickets, SLA risks and escalations
- Experience working with L1 Service Desk teams and L2/L3 resolver groups
- Ability to coordinate multiple incidents and priorities in a busy operational environment
- Strong understanding of SLAs, OLAs, KPIs and operational reporting
- Experience using ITSM tools such as IBM Maximo, BMC Helix, ServiceNow, Jira Service Management or equivalent
- Excellent written and verbal communication skills in English
- Ability to produce clear incident reports, management updates and service performance summaries
- Structured, calm and decisive approach under pressure
- Right to work in the UK
Desirable Requirements
- ITIL Foundation certification or higher
- Experience in transport, public sector, ticketing, payment systems or other business‑critical environments
- Experience supporting service transition, mobilisation, TUPE onboarding or early‑life support
- Familiarity with Major Incident Management, Problem Management and Change Management
- Experience using Power BI or similar reporting/dashboard tools
Benefits
- 25 days per annum + 8 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 programmes
- Charitable initiatives
- Social events (formal & informal)
- Learning and development programmes
- Innovative & collaborative work environment
Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.
