Major Incident Manager London, England
Job description
Join our team and become the Major Incident Manager. You’ll provide the management bridge between the Airport Operations and IT and be responsible for the recovery of any IT failure that is deemed a Major Incident, and you’ll be 'guardian' of change between last flight and first flight.
Based in the Airport Operations Centre (APOC) at Heathrow, the IT Operations Controller (ITOC) / Service & Process Integration Lead is a critical function. You’ll be the permanent Bronze representative for IT, providing the management bridge between the Airport Operations and IT. You’re responsible for the recovery of any IT failure, deemed to be a Major Incident. You’ll be 'guardian' of change between last flight and first flight, signing-off on IT changes, enforcing cut-off points and making decisions on back-outs.
You will have experience of managing the restoration of Major Incidents quickly, efficiently and resourcefully.
This role operates 24/7 and 365 days per year, so you work 12 hour shifts, participating in a rotating shift pattern.
- 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.
- Initiate technical bridge, monitor and assess incidents, ensuring the impact and urgency are established, then initiating and managing investigation to define the next steps.
- Own and manage Heathrow IT Major Incident and Crisis Management communications.
- Manage activity log and produce Major Incident Report
- Facilitate the planning of all out of hours Change activity, scheduling Change and managing a technical bridge if required.
- Act as the 'guardian' of change between last flight and first flight, providing ultimate sign off for changes to commence, determining and enforcing cut-off points for implementation, and being the key decision maker in back-out invocation.
- Ensure an effective interface to all associated processes (Major Incident Reporting, Problem Management including Root Cause Analysis, Knowledge Management, Change Management)
- Prior to start of day, ensures that all Business-Critical services are available and performing, through effective alignment with the Monitoring Centre (IMOC), APOC, Airport Operations and suppliers.
- Run Daily Service Review meeting with supply chain and representing IT in daily huddles and Airport Operation handovers
- Stakeholder Management ensuring there is effective communication at all times within Airport Operations and the wider business community.
- Previous Major Incident Management (or Incident Management) experience, responsible for the communication plan throughout and providing leadership to resolution.
- Proven delivery of owning and managing a technical bridge with multiple suppliers
- Proactive approach to identifying and dealing with Major Incidents in a high pressurised environment
- Experience interacting with major stakeholders and dealing with the challenges presented with a high degree of technical expertise
- Proven experience leading teams/suppliers to drive activities and resolution within tight SLA timeframes
- Previous technical role of IT infrastructure involving – network, server, storage
- Experience with Major Incident communications, including MI status updates, Major Incident reports etc
Ideally, you'll also have:
- Relevant Qualifications - ITIL Foundation
- Methodical approach with good attention to detail
- Analytical Problem-Solving skills
#LI- RH1
Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It’s a place like no other – a city within a city – where colleagues connect around a common goal, giving our passengers the best airport service in the world.
There is a world of opportunity at Heathrow. You’ll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we’re also transforming our industry. Sustainability is at the heart of Heathrow and we’re leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.
Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.
Join Heathrow and grow your career in an airport that matters to millions.
Our rewards
We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, 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 we’ll provide learning and development opportunities to help you reach your full potential.
Working location
This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.
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.
