Senior Major Incident Commander (P1) — 24x7 Tech Ops

GSK; Fir Tree; On-site; GBP 85,000 - 110,000; Full time

Job summary

GSK is seeking an experienced Major Incident Manager to lead end-to-end response for P1 and high-priority incidents within the Digital & Tech Command Centre. You will coordinate resolver teams, provide clear, timely updates to senior stakeholders, and drive improvements in detection, engagement and restoration times.

As a senior member, you will mentor colleagues, manage shift rotas, and contribute to CSI initiatives, with a focus on leveraging AI-enabled monitoring and automation to shorten

Qualifications

• Bachelor's or Master's degree in a relevant field (e.g. Computer Science, IT or Engineering), or equivalent experience.
• 7+ years in IT service operations within a large, complex, global organisation, including time in a Major Incident Management role.
• ITIL v4 certification is required.

Responsibilities

• Own end-to-end management of Major Incidents (P1) and high-priority (P2) incidents, end-to-end.
• Provide accurate, timely incident updates and communicate with senior leaders and executives.
• Lead resolver teams, coordinate cross-functional actions, and drive continual service improvement.

Skills

Major Incident Management

ITIL v4

P1 incidents

Stakeholder communication

24x7 shift operations

Leadership

Cross-functional collaboration

Problem management

Education

Bachelor's or Master's in Computer Science/IT/Engineering

Tools

ServiceNow

Monitoring/Alerting platforms

Job description

GSK is seeking an experienced Major Incident Manager to lead end-to-end response for P1 and high-priority incidents within the Digital & Tech Command Centre. You will coordinate resolver teams, provide clear, timely updates to senior stakeholders, and drive improvements in detection, engagement and restoration times.

As a senior member, you will mentor colleagues, manage shift rotas, and contribute to CSI initiatives, with a focus on leveraging AI-enabled monitoring and automation to shorten