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...