As our Operational Support Manager, you will lead the technology support function that keeps our frontline airport and ground operations moving smoothly. Managing a talented team of Analysts and Technical Specialists, you will oversee the day-to-day health, reliability, and continuous improvement of our entire Airport & Ground Experience product portfolio—spanning Airport Management, Departure & Compliance, Enable Ground Crew, and Baggage Operations.
Key Accountabilities
Team Leadership & On-Call Ownership
- Manage People: Direct, mentor, and develop a team of Operational Support Analysts and Technical Specialists.
- Own the Rota: Design and govern a fair, sustainable, and compliant 24/7 out-of-hours on-call support rota.
- Build Capability: Ensure all team members are trained, ready, and supported to handle out-of-hours incidents.
- Lead Incidents: Act as the primary escalation point for complex, multi-airport, or product-wide outages.
- Triage Issues: Provide decisive leadership during major service disruptions and drive swift resolution.
- Manage Demand: Prioritise support tickets and operational workflows from product and regional teams.
Service Performance & Modern Observability
- Monitor Health: Utilize modern monitoring, alerting, and observability tools to track critical workflows.
- Maintain Runbooks: Create and update operational runbooks, support procedures, and documentation.
- Collaborate Daily: Partner with Product Managers, Tech Leads, Engineering, and third‑party suppliers to resolve issues.
Continuous Improvement & Operational Readiness
- Drive Resilience: Analyse incident trends to eliminate root causes and build an improvement backlog.
- Transition Services: Guard the production environment by ensuring new software releases meet supportability standards.
- Report Progress: Prepare and present service performance reports, highlighting operational risks and trends.
Key Skills and Experience
- An Experienced Leader: Proven track record managing technical support teams and designing 24/7 on‑call rotas.
- A Calm Crisis Manager: Experienced in handling major incident response in complex, high‑stakes environments.
- A Service Management Expert: Deep knowledge of IT service management (ITSM) frameworks, incident lifecycles, and runbooks.
- Data & Tooling Driven: Skilled in using observability and monitoring tools to spot and fix trends before they cause outages.
- A Great Collaborator: Able to build strong relationships with engineering teams, regional delivery leads, and external suppliers.
- Airport, logistics, or transport technology experience is a major advantage.
Ready to keep our ground technology soaring?
“Please note that this role does not meet the criteria for visa sponsorship, and we are therefore unable to consider applicants who require sponsorship to work in the UK.”
What you’ll get in return
At easyJet, we pride ourselves on a vibrant and inclusive workplace culture that supports and rewards innovation and excellence.
Benefits
- 25 days holiday, pension scheme, life assurance, and a 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.
Location & Hours of Work
We operate a hybrid working policy of 40%-60% of the month spent with colleagues.
Reasonable Adjustments
At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com.
We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.
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