Service Assurance Specialist - Airline Operations Platform

EasyJet Plc; Luton; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Bonus up to 20%

25 days holiday

Share schemes

Pension 7%

Life Assurance

Flexible benefits

Staff travel benefits

Job summary

easyJet is seeking a Service Assurance Specialist to protect and optimize its Airline Operations Platform from Luton in a hybrid model. You will support a network-critical set of applications, ensuring stability, patch readiness, and operational readiness while bridging live aviation operations with technical teams.

You will participate in an on-call Major Incident Manager roster, drive incident resolution, governance, and continuous improvement, and work with vendors to remove recurring faults

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, data flows, and service dependencies.
• Ability to grasp operational impact of technical failures and communicate with stakeholders during disruption.

Responsibilities

• Proactive monitoring of health trends, capacity, and warning signals to prevent issues.
• Apply ITIL/ITSM governance across the application suite and coordinate with vendors.
• Coordinate and escalate platform incidents; manage out-of-hours on-call rota for major incidents.
• Investigate root causes with suppliers to implement permanent fixes and pursue automation opportunities.
• Ensure change readiness with Quality Engineering and proper sign-off before go-live.

Skills

IT service experience

ITIL/ITSM

Application lifecycles

Stakeholder communication

Job description

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 elevate 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.

Desirable Extras

• 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
• 25 days holiday
• BAYE, SAYE & Performance share schemes
• 7% pension
• Life Assurance
• 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.