Senior Major Incident Commander

GSK; North Carolina; On-site; USD 120,000 - 180,000; Full time

Job summary

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.

Responsibilities

• 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.

Job description

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.