IT Major Incident Manager – Shift Based

Overview

In this role you will lead major IT incident responses from the Airport Operations Centre, ensuring rapid recovery and minimal disruption to operations. You’ll work 24/7 to protect Heathrow’s technology backbone and support smooth passenger journeys. You’ll collaborate with IT and Airport Operations teams to strengthen service continuity, safety, and reliability. This is a mission-critical position at a world-class hub, offering exposure to diverse, high-stakes incidents and continuous improvement opportunities. Join Heathrow to shape resilient IT services in a dynamic, global environment.

Pay / Benefits

• performance-based annual bonuses
• Share in Success Bonus plans
• generous annual leave allowances
• market-leading pensions
• private health insurance
• wellbeing tools

Responsibilities

• Coordinate and manage major IT incident responses to restore services quickly
• Oversee out-of-hours Change Management to maintain readiness
• Produce post-incident reports and drive Continuous Service Improvement
• Collaborate with Airport Operations and technology teams to enhance IT resilience
• Uphold safety, reliability, and customer focus during recovery efforts

Key requirements

• Proven experience managing major incidents in complex IT/operational environments
• Excellent communication, decision-making, and leadership under pressure
• Strong understanding of ITIL-aligned Incident, Problem, and Change Management
• Ability to prioritise effectively and stay calm in critical situations
• Willingness to work full 24/7 shift pattern including nights and weekends
• ITIL certification and understanding of service continuity or disaster recovery planning
• Experience in aviation, transport, or mission-critical industries (preferred)
• Track record of coordinating with technical teams and suppliers to restore services

• Calm under pressure
• Strong communication
• Collaborative mindset
• ITIL-based incident, problem, and change management
• Service continuity and disaster recovery planning
• Incident management leadership

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