Gagan Jay
Gagan joined ICTS in 2010 as an Interviewing Agent supporting the American Airlines contract. From the outset, she demonstrated a strong work ethic, operational capability, and commitment to delivering high standards in aviation security and customer service.
In January 2011, Gagan was selected to complete the Integrated Agent programme for US Airways. In this specialist role, she carried out both aviation security processing and passenger check-in simultaneously — a unique operational model designed to enhance efficiency while delivering an improved passenger experience.
Recognising her strong performance and leadership potential, ICTS selected Gagan to become an ICTS Trainer in November 2011, joining a specialist training team of four at the station. To support her development, ICTS sponsored her to achieve a BTEC qualification in Classroom Instruction and Teaching in December 2011. She further strengthened her professional credentials by successfully completing the Department for Transport (DfT) Ground Security Instructors’ Course in London in March 2012. Following qualification, Gagan played a key role in delivering both initial and recurrent training programmes.
By 2014, Gagan had progressed into wider operational leadership responsibilities, overseeing and managing contingency planning in collaboration with Heathrow Airport Limited, demonstrating strong stakeholder management and project coordination capabilities.
From April 2015, Gagan stepped into a Project Manager position, taking responsibility for mobilising and managing a new aviation security services contract for French airline La Compagnie at London Luton Airport. She successfully supported the implementation and day-to-day delivery of this operation.
Following the conclusion of the La Compagnie contract in June 2016, Gagan transitioned into managing a range of strategic and ad-hoc operational projects. This included leading ICTS support operations at Southend Airport (April–August 2017) during a significant airport expansion programme. She also coordinated logistics and deployment of trained personnel across multiple locations to support industrial action response plans and peak operational periods.
In March 2017, Gagan represented ICTS Women in Security at the International Women’s Day event hosted by the City of London at Guildhall, demonstrating her commitment to leadership and representation across the industry.
Continuing her professional development, Gagan achieved the CMI Level 5 qualification in Management and Leadership in October 2017, further strengthening her operational and people management expertise.
By 2018, Gagan had expanded her portfolio to include management of Counter Terrorist Check (CTC) compliance across London Heathrow Airport and Cargo operations, while continuing to fulfil responsibilities as a Trainer and Authorised Signatory for ID processes. Gagan also became an active member of the mobilisation and delivery team supporting the British Airways contract, awarded to ICTS on 1 November 2018.
In 2019, Gagan led similar large-scale logistical support initiatives for AGS Airports, coordinating operational support across Glasgow and Aberdeen. Her ability to mobilise resources, maintain service continuity, and coordinate teams across multiple locations further strengthened ICTS’ operational capability and reputation.
2020 marked a significant turning point for the aviation industry, with the impact of COVID-19 resulting in widespread disruption and organisational change across the sector. During this period, Gagan remained a key contributor within the leadership team and played a significant role in ICTS once again collaborating with Heathrow Airport Limited to support airport operations.
Since then, Gagan has continued to support major operational periods and business-critical initiatives across Heathrow. Her adaptability, operational leadership, and commitment to delivery have enabled her to consistently contribute to successful outcomes across complex and evolving environments.
Today, Gagan continues to balance a successful and progressive career while embracing the demands and rewards of being a mother. She thrives in fast-paced operational environments and continues to enjoy the challenge of delivering results while maintaining balance across both professional and personal commitments.
Gagan’s career reflects consistent progression through operational excellence, continuous professional development, and the ability to lead and deliver across complex aviation environments.
