Senior Major Incident Manager - 24x7 Incident Command

GlaxoSmithKline; Durham (NC); Vor Ort; USD 140.000 - 180.000; Vollzeit

Zusammenfassung

GSK is seeking an experienced Major Incident Manager to own the end-to-end management of critical incidents, coordinating across multiple technical teams and vendors to restore services quickly. You will communicate with senior stakeholders, maintain incident records, and drive continual improvement using AI-enabled monitoring and automation.

The role requires 7+ years in IT operations, ITIL v4, and experience leading P1 incidents in a large global organization.

Qualifikationen

• 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

Aufgaben

• Own the end-to-end management of Major Incidents (P1) and high-priority incidents, from detection to restoration.
• Rapidly establish impact, urgency and scope, and engage resolver teams and vendors.
• Lead technical bridges with authority to focus on restoration and test hypotheses.
• Drive decisions under pressure and escalate when necessary.
• Lead incident communications to senior leaders with timely updates.

Kenntnisse

ITIL v4

Major Incident Mgmt

Incident response

Stakeholder comms

Shift pattern

ServiceNow

Monitoring platforms

Ausbildung

Bachelor's or Master's in CS/IT/Engineering

Tools

ServiceNow

Jobbeschreibung

GSK is seeking an experienced Major Incident Manager to own the end-to-end management of critical incidents, coordinating across multiple technical teams and vendors to restore services quickly. You will communicate with senior stakeholders, maintain incident records, and drive continual improvement using AI-enabled monitoring and automation.

The role requires 7+ years in IT operations, ITIL v4, and experience leading P1 incidents in a large global organization.