Operational Support Manager – Airport & Ground Experience

Role Overview

Operational Support Manager – Airport & Ground Experience (17022). This role leads the technology support function for frontline airport and ground operations, overseeing a team of Analysts and Technical Specialists to ensure the health, reliability and continuous improvement of the Airport & Ground Experience product portfolio.

Key Accountabilities

• Manage people, mentor and develop a team of Operational Support Analysts and Technical Specialists.
• Design and govern a fair, sustainable, compliant 24/7 on‑call support rota.
• Build capability to handle out‑of‑hours incidents.
• Act as the primary escalation point for complex outages across multiple airports or products.
• Triage issues, lead resolution during major service disruptions.
• Prioritise support tickets and operational workflows from product and regional teams.
• Utilise modern monitoring, alerting and observability tools to track critical workflows.
• Create and update operational runbooks, support procedures and documentation.
• Partner with Product Managers, Tech Leads, Engineering and suppliers to resolve issues.
• Analyse incident trends to eliminate root causes and build an improvement backlog.
• Ensure new releases meet supportability standards and guard the production environment.
• Prepare and present service performance reports highlighting operational risks and trends.

Key Skills and Experience

• Proven experience managing technical support teams and designing 24/7 on‑call rotas.
• Experience handling major incident response in complex, high‑stakes environments.
• Deep knowledge of IT service management frameworks, incident lifecycles and runbooks.
• Skill in using observability and monitoring tools to identify and resolve trends before they cause outages.
• Collaboration skills with engineering teams, regional delivery leads and external suppliers.
• Experience in airport, logistics or transport technology is a major advantage.

Location & Hours of Work

Hybrid; 40–60% of the month spent with colleagues. Primary location: Luton.

Benefits

• Competitive base salary.
• 25 days holiday, pension scheme, life assurance and flexible benefits package.
• Discounted staff travel scheme for friends and family.
• Annual credit for discount on easyJet holidays.
• Work Away scheme allowing you to work abroad for 30 days a year.
• Electric vehicle lease salary sacrifice scheme.

Visa Sponsorship

This role does not meet the criteria for visa sponsorship. We are therefore unable to consider applicants who require sponsorship to work in the UK.

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