IT Major Incident Manager

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. 
 

Responsibilities

• 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. 

Qualifications

• 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. 
   

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow. 

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions. 

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow.  Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow. 

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
 
Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.

With 80 million passengers passing through our airport each year, it takes hundreds of systems, platforms and networks to keep our airport running smoothly, 24 hours a day, 365 days a year.

Join us, and you'll thrive on the buzz of providing the technology, data, cyber and digital capabilities that run all the services you'd expect to see in a city, and more. Tech at Heathrow isn't typical. The scale and non-stop nature of our airport make it truly unique.

Our Data, Digital and Technology team are leading the way in innovations that will make our airport more efficient, resilient and competitive in an increasingly digital marketplace, as well as keeping Heathrow safe and secure.

Every day will test your skills and give you the opportunity to make your mark. We're constantly looking for new ways to help Heathrow transform and grow, responding to the changing needs of passengers, colleagues and partner businesses.

It means the chance to work on a huge variety of inspiring projects and to develop in lots of exciting directions. Our team covers technology, cyber defence, data and digital, offering one-of-a-kind careers you won't find anywhere else.