Key Notes
Prior field-based operational experience is a stated eligibility gate for this technical-support leadership post. It covers L2/L3 ticketing applications and devices, including gates, validators and retail equipment, on a major public-transport programme. The position is a full-time, 12-month fixed-term contract in Redhill with hybrid working, and includes senior incident escalation and client performance reviews.
What You'll Work On
- Lead L2 and L3 support for front-office ticketing applications and field equipment across a major public-transport programme.
- Own major-incident escalation, root-cause analysis, queue management and performance reporting across ticketing devices and systems.
- Direct team leaders, systems engineers, administrators and analysts while maintaining service standards, KPIs and SLAs.
- Coordinate with client, maintenance, engineering and field-service teams on reliability, fault resolution and service improvement.
Why This Role Matters
- Passenger ticketing devices must remain available during live transport operations; coordinated L2/L3 escalation brings system and engineering teams together to diagnose and resolve complex failures.
- The public-transport client reviews device performance and incident trends with this function, using root-cause findings and service measures to prioritise operational improvements.
What They Are Looking For
- Experience: Leading L2/L3 and multidisciplinary technical teams is required; transport, ticketing or mission-critical settings are ideal.
- Experience: Prior field-based operational experience is mandatory; candidates without it will not be considered.
- Technical: Front-office or comparable customer-facing field devices, software/hardware diagnostics and complex incident management including RCA and reporting are required.
- Domain: Operational governance using KPIs/SLAs and work in contractually complex, high-assurance environments are required.
- Stakeholder: Customer-facing communication and stakeholder management are required.
- Preferred: An engineering discipline, fare-collection/transport/revenue-device experience, incident/monitoring tools and system-upgrade or improvement experience are preferred or desirable.