As the Major Incident Manager, you will be instrumental in overseeing change implementation, setting clear cut-off points, and establishing seamless connections. Your remit will include driving the declaration of Major Incidents based on their impact and priority and monitoring and assessing incidents. Additionally, you will manage communications, produce incident reports, and ensure agreement from affected suppliers. 

The ideal candidate for this role should bring a solid background in Major Incident management, showcasing ability to lead and resolve critical situations effectively. 

• Having responsibility for declaring Major Incidents based on impact and priority and providing the ownership via a technical bridge to manage stakeholders and suppliers in the restoration of service as quickly as possible   
• Initiating technical bridge ensuring the relevant suppliers are engaged and have the relevant information to undertake their investigation   
• Monitoring and assessing incidents ensuring the impact and urgency is quickly established. Responsibility for initiating and managing investigation to define the next steps.   
• Owning and managing Heathrow IT Major Incident and Crisis Management communications within the defined timescales as well as having responsibility for producing the Major Incident Report 
• Ensuring an effective interface to all associated processes (Major Incident Reporting, Problem Management including Root Cause Analysis, Knowledge Management, Change Management)  

• Proven track record of providing leadership in Major Incident to achieve resolution 
• Responsible for the communication plan throughout the Major Incident  
• Expertise in delivery of ownership and managing a technical bridge with multiple suppliers  
• Demonstrable experience interacting with major stakeholders and dealing with the challenges presented with a high degree of technical expertise  
• Ability to lead teams/suppliers to drive activities and resolution within tight SLA timeframes 

Ideally, you'll have: 

• Previous technical role of IT infrastructure involving – network, server, storage   
• ITIL Qualification  

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 agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so 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 four diversity networks, we champion inclusivity and celebrate individuality.