Duty Manager – IT Incident Management [Fixed Term]

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The Role: Duty Manager – IT Management- Fixed Term 

Join British Airways as a Duty Manager – IT Management, and play a pivotal role in ensuring the stability and resilience of our critical IT services. In this high-impact position, you’ll lead the real-time response to IT incidents, helping to maintain the operational heartbeat of one of the world’s most iconic airlines.

The end date for the FTC will be 31/12/2027. 

What You’ll Do:

• Take the lead in managing and coordinating IT incidents across British Airways, ensuring swift resolution and minimal disruption to our services.

• Act as the central point of contact during duty shifts, driving collaboration across technical teams, service partners, and leadership to resolve critical issues.

• Communicate clearly and confidently with stakeholders, providing regular updates during incident lifecycles and ensuring accurate reporting.

• Oversee and enforce adherence to established IT Service Management processes, acting as bridgemaster during major incidents.

• Ensure smooth shift handovers through comprehensive documentation and effective knowledge transfer.

• Proactively monitor systems and alerts, working with teams to prevent incidents before they arise and refining detection mechanisms.

What You’ll Bring to British Airways:

• A calm and composed presence under pressure, with a decisive, solution-focused mindset.

• Strong leadership and coordination skills, especially in high-stakes environments.

• Excellent communication and stakeholder engagement capabilities.

• A passion for continuous improvement, with a commitment to preventing recurrence of issues.

Your Experience:

• A solid understanding of ITSM frameworks such as ITIL, with experience managing incidents in dynamic operational settings.

• Proven ability to facilitate technical troubleshooting, manage cross-functional response teams, and maintain service continuity.

• Familiarity with system monitoring tools and alert interpretation.

• ITIL® Foundation certification or higher (highly desirable).

• Previous experience in a similar high-pressure IT operations role.

Apply now and be part of the team that keeps British Airways moving – where every second counts, and your impact will be felt across the globe.

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.