IT Major Incident Manager

The IT Major Incident Manager (MIM) is Heathrow's 24/7 frontline IT leader, bridging Airport Operations and IT to drive rapid recovery of critical technology incidents.

• 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.