b Overview /b p 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. /p b Pay / Benefits /b ul li performance-based annual bonuses /li li Share in Success Bonus plans /li li generous annual leave allowances /li li market-leading pensions /li li private health insurance /li li wellbeing tools /li /ul b Responsibilities /b ul li Coordinate and manage major IT incident responses to restore services quickly /li li Oversee out-of-hours Change Management to maintain readiness /li li Produce post-incident reports and drive Continuous Service Improvement /li li Collaborate with Airport Operations and technology teams to enhance IT resilience /li li Uphold safety, reliability, and customer focus during recovery efforts /li /ul b Key requirements /b ul li Proven experience managing major incidents in complex IT/operational environments /li li Excellent communication, decision-making, and leadership under pressure /li li Strong understanding of ITIL-aligned Incident, Problem, and Change Management /li li Ability to prioritise effectively and stay calm in critical situations /li li Willingness to work full 24/7 shift pattern including nights and weekends /li li ITIL certification and understanding of service continuity or disaster recovery planning /li li Experience in aviation, transport, or mission-critical industries (preferred) /li li Track record of coordinating with technical teams and suppliers to restore services /li /ul ul li Calm under pressure /li li Strong communication /li li Collaborative mindset /li li ITIL-based incident, problem, and change management /li li Service continuity and disaster recovery planning /li li Incident management leadership /li /ul
IT Major Incident Manager - Shift Based employer: Heathrow Airport Holdings
Heathrow Airport is an exceptional employer, offering a dynamic work environment where innovation meets tradition. As an IT Programme Lead, you'll be part of a collaborative team dedicated to shaping the future of aviation technology, with access to extensive learning and development opportunities, competitive salaries, and generous benefits. The airport's unique atmosphere, diverse culture, and commitment to sustainability make it a truly inspiring place to build a rewarding career.
