As a IT Major Incident Manager at Heathrow, you will be instrumental in maintaining the airport’s IT resilience and operational stability. Operating from the Airport Operations Centre (APOC) in a 24/7 environment, you will lead the management of critical technology incidents, ensuring swift recovery and minimal disruption to airport operations. Your expertise will be vital to protecting Heathrow’s technology backbone, supporting efficient passenger journeys and the airport’s continued safe operation.
The IT Major Incident Manager (MIM) operates 24/7 and 365 days per year. The successful candidates will be required to participate in a 24/7 shift pattern and will be based in APOC at Heathrow Airport.
Manage and coordinate the response to major IT incidents, ensuring services are restored quickly and communication is clear and timely.
Maintain operational readiness by overseeing IT Change Management during out-of-hours periods.
Produce detailed post-incident reports and drive continuous improvement initiatives.
Collaborate with Airport Operations and technology teams to strengthen IT service continuity and resilience.
Champion Heathrow’s standards of safety, reliability, and customer focus during incident management and recovery efforts.
Proven experience managing major incidents within a complex IT or operational environment.
Excellent communication, decision-making, and leadership skills under pressure.
Strong understanding of ITIL-aligned Incident, Problem, and Change Management processes.
Contribute to delivering Continuous Service Improvement initiatives and project-based initiatives and working on day shifts for set periods.
Ability to prioritise effectively and remain calm in critical situations.
Willingness and flexibility to work within a full 24/7 shift pattern, including nights and weekends.
Ideally you’ll also have
Experience in aviation, transport, or other mission-critical industries.
Track record of working with technical teams and suppliers to deliver fast service restoration.
ITIL certification and an understanding of service continuity or disaster recovery planning.
Job description provided by Heathrow Airport.
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