{"id":2524405,"url":"https://alion.io/job/heathrowairport-it-major-incident-manager-shift-based","title":"IT Major Incident Manager - Shift Based","company":{"id":65628,"name":"HeathrowAirport","domain":"heathrow.com","url":"https://alion.io/company/heathrowairport","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hounslow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":67000,"period":"year","method":"role_country_seniority_unknown","sample_n":125},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-14T11:19:22Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-25T09:16:37Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"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.\nThe 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.\nManage and coordinate the response to major IT incidents, ensuring services are restored quickly and communication is clear and timely.\n\nMaintain operational readiness by overseeing IT Change Management during out-of-hours periods.\n\nProduce detailed post-incident reports and drive continuous improvement initiatives.\n\nCollaborate with Airport Operations and technology teams to strengthen IT service continuity and resilience.\n\nChampion Heathrow’s standards of safety, reliability, and customer focus during incident management and recovery efforts.\n\n Proven experience managing major incidents within a complex IT or operational environment.\n\nExcellent communication, decision-making, and leadership skills under pressure.\n\nStrong understanding of ITIL-aligned Incident, Problem, and Change Management processes.\n\nContribute to delivering Continuous Service Improvement initiatives and project-based initiatives and working on day shifts for set periods.\n\nAbility to prioritise effectively and remain calm in critical situations.\n\nWillingness and flexibility to work within a full 24/7 shift pattern, including nights and weekends.\n\nIdeally you’ll also have\nExperience in aviation, transport, or other mission-critical industries. \nTrack record of working with technical teams and suppliers to deliver fast service restoration.\n\nITIL certification and an understanding of service continuity or disaster recovery planning.","description_format":"text","description_chars":2131,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Air Transport","Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-14T11:58:55Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; 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