Senior Major Incident Manager — 24/7 Tech Command Lead

GSK plc; Durham (NC); On-site; USD 120,000 - 170,000; Full time

Job summary

GSK plc is seeking a seasoned Major Incident Manager to lead end-to-end response for critical incidents in the Digital & Tech Command Centre. You will coordinate cross-functional teams, manage communications to executives, and drive continual service improvement using AI-enabled monitoring and automation.

Ideal candidates bring 7+ years in IT service operations within a global organisation, ITIL v4, and proven ability to manage P1 incidents with multiple vendors while ensuring rapid restoration

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT or Engineering, or equivalent experience.
• 7+ years in IT service operations within a large, global organisation, including Major Incident Management.
• ITIL v4 certification.
• Experience leading P1 incidents end to end with multiple teams and vendors.

Responsibilities

• Own end-to-end Major Incident (P1) and high-priority (P2) incident management from detection to restoration.
• Lead cross-functional resolver teams and vendors, establishing impact and priorities.
• Communicate updates to senior leaders and executives with clarity and urgency.
• Drive post-incident reviews and CSI initiatives to prevent recurrence.
• Support shift readiness and 24x7 on-call coverage across regions.

Skills

Audits

Compliance

Automation

Data Analysis

Reliability Engineering

Incident Management

Metrics Management

Education

Bachelor’s or Master’s degree

Tools

ServiceNow

Monitoring Platforms

Job description

GSK plc is seeking a seasoned Major Incident Manager to lead end-to-end response for critical incidents in the Digital & Tech Command Centre. You will coordinate cross-functional teams, manage communications to executives, and drive continual service improvement using AI-enabled monitoring and automation.

Ideal candidates bring 7+ years in IT service operations within a global organisation, ITIL v4, and proven ability to manage P1 incidents with multiple vendors while ensuring rapid restoration