Senior Major Incident Leader & Crisis Response

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

Job summary

GSK is seeking a Senior Major Incident Manager to own end-to-end incident handling for critical P1 incidents, coordinating resolver teams and vendors to restore services swiftly. You will communicate updates to senior leaders and ensure incident records support problem management.

You will also mentor junior managers, contribute to CSI initiatives, and help evolve AI/automation in incident response, while supporting a 24x7 shift-based operating model.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT or Engineering.
• 7+ years in IT service operations within a large, global organisation.
• ITIL v4 certification required.
• Experience leading P1 incidents end to end, directing multiple teams and third parties.
• Experience communicating during live incidents to senior leaders under time pressure.
• Experience working to defined service levels and KPIs with improved 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, manage resolver teams, and drive rapid engagement.
• Produce accurate, timely incident communications for senior leaders and stakeholders.
• Contribute to post-incident reviews and drive continual service improvements.
• Mentor and develop Junior Major Incident Managers and improve playbooks.

Skills

Major Incident Management

ITIL v4

Stakeholder Communication

Shift readiness

Vendor coordination

Education

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

Tools

ServiceNow

Monitoring/Alerting tools

AI/Automation tooling

Job description

GSK is seeking a Senior Major Incident Manager to own end-to-end incident handling for critical P1 incidents, coordinating resolver teams and vendors to restore services swiftly. You will communicate updates to senior leaders and ensure incident records support problem management.

You will also mentor junior managers, contribute to CSI initiatives, and help evolve AI/automation in incident response, while supporting a 24x7 shift-based operating model.