Senior Major Incident Commander

GSK; Durham (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

GSK, a global biopharma leader, seeks an experienced Major Incident Manager to own end‑to‑end response for P1 and high‑priority P2 incidents within the Digital & Tech Command Centre. The role requires coordinating resolver teams, managing communications to senior stakeholders, and driving continual service improvement through AI and automation.

You will operate in a 24x7x365 shift, mentoring junior MIMs and ensuring thorough post-incident reviews, with a focus on reducing time to detect, engage,

Qualifications

• 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.
• Experience leading P1 incidents end to end, directing multiple technical teams and third parties concurrently.
• Experience communicating during live incidents to senior leaders under time pressure.
• Experience working to defined service levels and KPIs with improvements in incident response.

Responsibilities

• Own end-to-end management of Major Incidents (P1) and high-priority (P2) incidents, from detection to restoration.
• Lead technical bridges with authority and coordinate resolver teams and vendors.
• Drive decisions under pressure and ensure timely engagement and restoration.
• Translate incident details into business impact language for stakeholders.

Skills

Audits

Automation Technology

Business Continuity Management

Data Analysis

Disaster Recovery

Incident Analysis

Reliability Engineering

Security Controls

Service Audit

Education

Bachelor’s degree in Computer Science, IT or Engineering

Tools

ServiceNow

Monitoring & Alerting platforms

Job description

GSK, a global biopharma leader, seeks an experienced Major Incident Manager to own end‑to‑end response for P1 and high‑priority P2 incidents within the Digital & Tech Command Centre. The role requires coordinating resolver teams, managing communications to senior stakeholders, and driving continual service improvement through AI and automation.

You will operate in a 24x7x365 shift, mentoring junior MIMs and ensuring thorough post-incident reviews, with a focus on reducing time to detect, engage,