Lead Major Incident Manager

GSK; North Carolina; Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

GSK's Digital & Tech Command Centre seeks a seasoned Major Incident Manager to own end-to-end incident response for P1 and P2 incidents, coordinating cross-functional resolver teams and AI-enabled monitoring to restore services rapidly.

You will communicate with senior leaders, manage escalation and drive improvements through post-incident reviews, adoption of automation, and continual service improvement processes.

Responsabilités

• Own the end-to-end management of Major Incidents (P1) and managed high-priority (P2) incidents, from detection through to confirmed service restoration.
• Rapidly establish impact, urgency and scope, confirm correct prioritisation, and drive immediate engagement of resolver teams, subject matter experts and vendors.
• Lead technical bridges with authority, keeping activity focused on restoration, controlling scope, and ensuring hypotheses are tested and eliminated.
• Drive and record decisions under pressure - balancing speed of restoration against risk.
• Drive resolution against agreed major incident targets, escalating promptly where progress stalls or additional authority, resource or vendor commitment is required.

Description du poste

Business Introduction

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems. Our diverse portfolio consists of vaccines, specialty medicines, and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Position Summary

The Digital & Tech Command Centre operates 24x7x365 to protect GSK's critical sites, applications and services. Disruption or degradation to these directly impacts patient supply, research and colleague productivity.

This role owns and leads the end-to-end response to Major Incidents (P1) and managed high-priority (P2) incidents. In collaboration with AI-enabled monitoring, detection and triage capabilities, the role directs resolver teams and subject matter experts from across Tech towards the fastest possible restoration of service, while providing accurate, timely and audience-appropriate communication to end users, senior stakeholders and executive leadership. The role also assesses incidents for crisis potential, secures the quality of the incident record for downstream Problem Management, and drives continuous improvement in prevention, detection and response - including the adoption of AI and automation to shorten time to detect, time to engage and time to restore. As a more experienced member of the Major Incident Manager team, the role additionally acts as an escalation point within the team, to support less experienced colleagues, as well as to field senior stakeholders' questions and requests for information. Additionally, the role supports management of the shift rota, supports the personal development of Major Incident Managers through structured feedback and mentoring and leads service-related objectives such as Continual Service Improvement (CSI) initiatives.

Key Responsibilities

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

Major Incident Response & Command

• Own the end-to-end management of Major Incidents (P1) and managed high-priority (P2) incidents, from detection through to confirmed service restoration, acting as the single point of control for the duration of the incident.
• Rapidly establish impact, urgency and scope, confirm correct prioritisation, and drive immediate engagement of the right resolver teams, subject matter experts and vendors.
• Lead technical bridges with authority, keeping activity focused on restoration, controlling scope, and ensuring hypotheses are tested and eliminated systematically.
• Drive and record decisions under pressure - balancing speed of restoration against risk.
• Drive resolution against agreed major incident targets, escalating promptly where progress stalls or additional authority, resource or vendor commitment is required.

Communication & Stakeholder Management

• Own incident communications, producing accurate, timely and audience-appropriate updates, including for senior leaders, at agreed intervals.
• Translate complex technical detail into clear business impact language, setting realistic expectations on restoration.
• Act as an escalation point for senior stakeholders' questions and requests for information, coordinating accurate, consistent responses across resolver teams and owning follow-up through to closure.

Incident Assessment, Categorisation & Escalation

• Continuously assess live incidents for impact, applying criteria to determine appropriate handling.
• Trigger escalation routes without delay, providing the initial situational assessment.
• Maintain awareness of site criticality, business-critical periods and service dependencies so that escalation decisions reflect true business risk.

Service Quality, Data & Continuous Improvement

• Secure the quality, completeness and accuracy of the incident record - timeline, impact, actions taken and causal indicators - so that Problem Management can be effective.
• Lead or contribute to post-incident reviews, ensuring findings, follow-up actions and preventative measures are captured, owned and tracked to closure.
• Identify recurring themes, fragile services and gaps in monitoring, alerting, knowledge or runbooks, and feed these into improvement initiatives.
• Contribute to the development and adoption of AI, automation and data-driven tooling that shorten time to detect, time to engage and time to restore.
• Drive continual improvements into process and playbooks.
• Lead defined service-related objectives, such as Continual Service Improvement (CSI) initiative