Senior Major Incident Commander (24x7)

NCBioImpact; Durham (NC); On-site; USD 120,000 - 160,000; Full time

Job summary

GSK is seeking a Senior Major Incident Manager to own end-to-end P1/P2 incident response, directing resolver teams and vendors 24x7 to restore services and safeguard critical operations. You will communicate with senior leaders and coordinate cross-functional experts while driving process improvements and CSI initiatives.

The role requires ITIL v4, 7+ years in IT service operations, and experience in regulated industries, with strong leadership and decision-making under pressure.

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.
• Experience with leading P1 incidents end to end, directing multiple technical teams and third parties concurrently.
• Experience communicating during live incidents to a range of audiences, including senior leaders, under time pressure.
• Experience working to defined service levels and KPIs, with evidence of improving incident response performance.
• Experience of 24x7 shift-based and on-call working, including structured handover.
• Experience of enterprise ITSM tooling (ServiceNow preferred) and monitoring/alerting platforms.
• Experience in a regulated industry (pharmaceutical, life sciences, financial services or similar) desirable.

Responsibilities

• 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.

Skills

Incident management

IT operations

Communication

Leadership

Shift-based work experience

English fluency

Education

Bachelor’s or Master’s degree in Computer Science, IT or Engineering

Tools

ServiceNow

Monitoring/alerting platforms

Job description

GSK is seeking a Senior Major Incident Manager to own end-to-end P1/P2 incident response, directing resolver teams and vendors 24x7 to restore services and safeguard critical operations. You will communicate with senior leaders and coordinate cross-functional experts while driving process improvements and CSI initiatives.

The role requires ITIL v4, 7+ years in IT service operations, and experience in regulated industries, with strong leadership and decision-making under pressure.