Service Assurance Specialist – Airline Operations Platform

easyJet holidays; Greater London; Hybrid; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Bonus up to 20%

Staff travel benefits

Flexible benefits

Share schemes

Job summary

easyJet is seeking a Service Assurance Specialist for the Airline Operations Platform in a hybrid role based at our Luton HQ. You will monitor and safeguard core applications (AIMS, TOPS, LIDO, AMOS), drive proactive prevention, and participate in on-call major incident management with full training provided.

The role bridges deep technical expertise and live aviation operations, requiring strong ITIL/ITSM knowledge, incident response skills, and a focus on automation to reduce manual

Qualifications

• Proven background supporting business-critical, vendor-managed application services in live 24x7 environments.
• Strong understanding of ITIL/ITSM processes: incident, problem, change, service transition.
• Clear comprehension of application lifecycles, patch management, integrations and data flows.
• Ability to assess operational impact of failures and communicate with stakeholders during disruptions.
• Aviation/airport or airline operations familiarity is a plus.

Responsibilities

• Proactive health monitoring to prevent issues and reduce technical debt.
• Apply ITIL/ITSM governance across application suites and coordinate with vendors.
• Coordinate and communicate during incidents; participate in out-of-hours major incident management.
• Investigate root causes with suppliers to implement lasting fixes and automation.
• Ensure change readiness with documentation, testing, and knowledge transfer before go-live.

Skills

ITIL/ITSM

Incident Management

Vendor Coordination

IT Operations

Automation & AI awareness

Tools

AIMS

TOPS

LIDO

AMOS

Job description

Job Description - Service Assurance Specialist – Airline Operations Platform (17448)

Job Description

Service Assurance Specialist – Airline Operations Platform ( 17448 )

Description

Service Assurance Specialist – Airline Operations Platform

Ready to bring your Orange Spirit to the skies?

Over the last 30 years, easyJet has revolutionized the way people travel, becoming a leader in the short-haul airline market across the UK and Europe. With a growing fleet of over 300 aircraft, more than 85 million annual passengers, and an unparalleled network of over 1,000 routes, our mission is simple: to make travel easy and affordable. What truly sets us apart is our people and our passion—highly talented, forward-thinking individuals joined together by our vibrant culture.

About Us
At easyJet, our Tech & Data organisation is accountable for the rapid delivery of trustworthy, scalable, and efficient technology services that support our dynamic operational environment and fuel our future growth ambitions.

The Airline Operations Platform acts as the single point of contact keeping our network flying. We own the four business-critical applications supporting our core operational missions: crew, flight planning, network control, and engineering (AIMS, TOPS, LIDO, and AMOS). We are actively shifting our estate from reactive firefighting to proactive prevention—making application health visible, driving out recurring faults, and ensuring technological change reaches the operation safely.

The Role
As our Service Assurance Specialist, you will operate within our Proactive Application Management capability. You will play a central role in ensuring our network-critical applications remain stable, resilient, patch-current, and operationally ready.

This role bridges the gap between deep technical specialists and live aviation operations. Additionally, you will operate on-call within a scheduled roster as a Major Incident Manager for IT incident escalations out of hours, with full training and tooling provided.

Key Responsibilities

• Proactive Application Prevention: Monitor health trends, capacity, and early warning patterns to eliminate technical debt and catch issues before they disrupt the airline network.
• Service Assurance & Governance: Execute standardised ITIL/ITSM processes across our application suite, working with vendors to maintain strict enterprise service ownership guardrails.
• Incident & Major Incident Management: Coordinate and escalation platform incidents, facilitate major incident resolution, manage operational communications, and participate in the out-of-hours on-call rota.
• Problem & Continuous Improvement Management: Direct investigations into root causes, partner with suppliers to implement permanent fixes rather than short-term workarounds, and actively look for automation opportunities.
• Service Transition & Operational Readiness: Act as a gatekeeper alongside our Quality Engineering function to ensure support documentation, testing, and knowledge transfers are fully signed off before any change goes live.

Requirements of the Role

What We Are Looking For

• Complex IT Service Experience: Proven background supporting business-critical, vendor-managed application services within live 24x7 operational environments.
• Structured Framework Knowledge: Strong understanding of ITIL/ITSM processes, particularly incident, problem, change, and service transition.
• Technical Literacy: Clear comprehension of application lifecycles, patch management, system integrations, data flows, and service dependencies.
• Impact & Resilience Mindset: An ability to grasp the operational consequences of technical failures and the confidence to manage stakeholder communication during periods of operational disruption.
• Background in aviation, airport, or airline operational ecosystems.
• Familiarity with critical airline platforms such as AIMS, TOPS, LIDO, or AMOS (or direct equivalents).
• Experience implementing assurance frameworks over previously informal application estates.
• Knowledge of automation and AI opportunities to reduce repetitive manual support diagnostics.
• *Required: Participation in an out-of-hours on-call rota for critical operational incidents*

“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.”

BENEFITS

• Competitive base salary
• Up to 20% bonus
• BAYE, SAYE & Performance share schemes
• Flexible benefits package
• Excellent staff travel benefits

LOCATION & HOURS OF WORK

This full-time role will be based in Luton, we operate a hybrid working policy with 2-3 days of the week expected to be on site at our Luton headquarters and will be 40 hours per week, with some occasional travel required.

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 [e-mail] .

We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation