Senior Fraud Support Analyst

About Indra Group UK & Ireland

Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide. It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity, and Cyberdefence via IndraMind.

The company’s business model is built around a comprehensive portfolio of proprietary products, combining strong innovation with a high-value focus for customers.

With more than 2,500 projects implemented across 50 countries and over 100 cities, Indra is a global benchmark in innovative transportation and mobility solutions. It is recognised as one of the world’s top three companies in public transportation management systems. Indra’s technology supports the daily journeys of over 78 million people, helping to reduce more than 10 million tonnes of CO₂ emissions annually, and helping save nearly 3,000 lives through improved traffic management and road safety.

Indra Group is paving the way to a more secure and better-connected future through innovative solutions, trusted relationships and the very best talent. Sustainability sits at the heart of its strategy and culture, driving efforts to address current and future social and environmental challenges.

In the 2024 financial year, Indra achieved revenues of €5.5 billion, over 60,000 professionals, maintained a local presence in 46 countries, and operated across more than 140 countries worldwide.

About the Project

Transport for London (TfL) 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.

This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.

Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.

Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.

Role overview

We are seekinga Senior Fraud Support Analyst to work initially during the transition phase of a large project. Post transition the role will comprise of providing ongoing support to critical back-office applications and fraud management services. The successful candidate will combine strong application operations and support capabilities, data analysis and operational documentation experience gained from working in a payment processing environment in relation to fraud prevention, fraud analysis, hotlist administration or payment-processing support.

The role will initially focus on preparing for operational readiness. It will form part of the Fraud Reduction team, working with customer stakeholders, incumbent supplier SMEs, technical resolver groups and service management functions to capture knowledge, validate procedures and prepare the service for continued operation. After transition, the role will support the Fraud Reduction Team in creating & monitoring reports as well as suggesting improvements in order to reduce fraud across the clients’ network.

The role is a UK based Hybrid role and requires the successful applicant to work in Redhill 3 days a week, applicants will also be required to pass baseline security / background checks and right to work as Indra are unable to sponsor any work visas.

Key duties include

• Monitoring system activity, transaction data and operational reports to identify suspicious behaviour, anomalies, fraud patterns and emerging risks.
• Performing initial and detailed analysis of potential fraud events, validating findings across relevant data sources and documenting the evidence and rationale.
• Supporting fraud investigations by gathering and analysing transaction records, system logs, case information and other relevant data.
• Producing daily, weekly, periodic and ad hoc fraud reports, dashboards and trend analysis, with clear findings and recommended follow-up actions.
• Maintaining accurate case records and supporting updates to the Fraud Risk Register, action logs and supporting documentation.
• Assessing whether existing mitigation measures, detection rules, reports, hotlists and operational controls are functioning effectively, and highlighting gaps or unintended impacts.
• Escalating suspected or confirmed fraud in accordance with agreed procedures, priorities and reporting timelines.
• Supporting the Fraud Reduction Manager in preparing materials for internal fraud analysis meetings and customer governance forums.
• Working with Back Office Support, IT, cybersecurity, payments, retail, Service Desk, incident management and other operational teams to investigate and resolve fraud-related issues.
• Supporting the review, testing and refinement of fraud detection rules, monitoring scripts, dashboards, automated alerts and analytical tools.
• Contributing to the identification of new fraud typologies across open-loop payments, closed-loop ticketing, retail agents, staff activity and third parties.
• Keeping up to date with fraud trends in public transport, contactless payments, digital wallets and ticketing systems, and sharing relevant insights with the wider team.
• Contributing to lessons learned, knowledge articles, operational procedures, training materials and fraud awareness activities.
• Handling fraud-related information securely and in line with applicable information security, confidentiality and data protection requirements.

Requirements

Skills knowledge and experience

Essential

• Experience in fraud analysis, fraud prevention, revenue protection, risk analysis, payments operations, transaction monitoring or a comparable analytical role.
• Strong analytical skills and the ability to interpret large or complex datasets, identify anomalies, test hypotheses and communicate evidence-based conclusions.
• Experience using reporting, dashboarding or data-analysis tools. Practical knowledge of SQL, Power BI, Excel or similar tools is advantageous.
• Ability to investigate issues systematically, correlate information from multiple sources and maintain clear, auditable records.
• Understanding of transactional systems, back-office processes, incident management or the payment and ticketing lifecycle.
• Clear written and verbal communication skills, with the ability to explain technical or analytical findings to operational and non-technical stakeholders.
• Ability to prioritise competing cases, work accurately to reporting deadlines and operate effectively in a complex, high-volume environment.
• Strong collaboration skills and confidence working across technical, operational, cybersecurity and customer-facing teams.
• High standards of integrity, confidentiality, judgement and attention to detail.
• Previous supervisory/management experience.

Desirable

• Experience in transport ticketing, account-based ticketing, contactless payments, retail-agent schemes or digital platforms.
• Familiarity with EMV payments, digital wallets, tokenisation, hotlists or deny lists, chargebacks, card-not-present fraud, fare evasion or concessionary travel products.
• Exposure to rule-based fraud detection, anomaly detection, machine-learning outputs or fraud case-management tools.
• Experience supporting fraud risk registers, investigations, control testing, operational reporting or governance meetings.
• Knowledge of data protection, information security and evidence-handling requirements in regulated or critical operational environments.

Education and qualifications

Essential

BA/BSc in Information Technology, Computer Science, Engineering or a related discipline, or equivalent professional experience.

Desirable

• ITIL Foundation or equivalent practical Service Management experience.
• Oracle, SQL Server, PowerShell, BMC Helix, security, PCI DSS or relevant transport/payments certification
• Formal Fraud qualification

Personal qualities

• Analytical, structured and attentive to detail, with sound judgement when handling sensitive information and operational risk.
• Collaborative and service-oriented, able to communicate clearly with both technical and non-technical stakeholders.
• Self-motivated, resilient and comfortable working under pressure while prioritising competing demands.
• Curious and improvement-focused, with a practical approach to documentation quality, knowledge sharing and service continuity.
• Able to interpret and adhere to any existing procedures

Benefits

• Holidays: 25 days per annum + 8 days 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 programs.
• Flexible/remote working options.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programs.
• Innovative & collaborative work environment.