Front Office Support Manager

🕒 February 25

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Indra Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🚀 Aerospace

🤖 Artificial Intelligence

🏛️ Government

🔥 Funding within the last year

💰 $446.9M Post-IPO Debt - Indra on 2025-07

Aerospace • Artificial Intelligence • Government

Indra Group is a Spanish multinational technology and systems company that designs, develops and integrates advanced solutions for defence, air traffic management, space, and mobility, alongside digital transformation services through its units Minsait and IndraMind. The company focuses on sovereign AI, cyber-resilient systems, radar and command-and-control integration, and smart transport infrastructure, serving governments, critical infrastructure operators and large enterprises worldwide. Indra reports multi-billion euro revenues, tens of thousands of employees, and a strong R&D investment posture supporting its global operations.

📋 Description

• Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications. • Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements. • Act as the senior escalation point for front office–related incidents, major incidents and complex technical issues, coordinating resolution across system teams and engineering groups. • Lead high‑level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance. • Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production and monitoring of performance metrics. • Provide guidance and strategic direction to team leaders, systems engineers, administrators and analysts, ensuring robust processes, clear standards, and effective service delivery. • Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment. • Maintain alignment with adjacent service functions (service desk, maintenance teams, engineering, and performance assurance) to ensure fully integrated service delivery. • Coordinate resource planning, capacity management and forecasting with the team leader to ensure readiness and operational efficiency. • Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement.

🎯 Requirements

• Bachelor’s degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline. • Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing or mission‑critical environments. • Deep understanding of Front Office systems, field devices or distributed operational technology. • Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting. • Proven leadership experience managing multi‑disciplinary technical teams. • Strong operational governance skills, including KPIs, SLAs, service performance and continuous improvement. • Excellent communication and stakeholder management capabilities, especially in customer‑facing roles. • Ability to operate confidently in contractually complex, high‑assurance environments. • Strong analytical and decision‑making abilities. • Desirable Experience: Experience with fare collection systems, transport technology or revenue device management. • Knowledge of incident management tooling, ticketing systems and monitoring platforms. • Understanding of software and hardware diagnostic processes. • Experience contributing to system upgrades, operational improvements or change initiatives.

🏖️ Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days) • 35 hour working week • Pension – 4% employee and 4% employer • Private medical insurance (including dental & optical) • Life assurance • Income protection • Employee assistance programs • Flexible/remote working options • Charitable initiatives • Social events (formal & informal) • Learning and development programs • Innovative & collaborative work environment