Lead Major Incident Manager
Core
Lead end-to-end response to Major Incidents (P1) and high-priority (P2) incidents for GSK's critical digital and tech services, ensuring rapid restoration and stakeholder communication.
Role type
Senior Major Incident Manager (IC)
Builds
Resilient IT service operations and incident response capabilities for global digital platforms
Domain
IT Service Management / Digital Operations / Life Sciences
Required skills
Major Incident Management, ITIL v4, Incident Command, Stakeholder Communication, Post-Incident Review, Shift Management, ServiceNow, Monitoring/Alerting, Risk Assessment, Continuous Improvement
Preferred skills
Regulated industry experience, AI/Automation adoption, Mentoring, Crisis Simulation, Process Design
Technologies
ServiceNow, AI-enabled monitoring, automation tooling
Responsibilities
Own end-to-end management of P1/P2 incidents from detection to restoration; Lead technical bridges and drive decisions under pressure; Produce accurate incident communications for senior stakeholders; Assess incidents for crisis potential and trigger escalations; Secure incident record quality for Problem Management; Lead post-incident reviews and drive continuous improvement initiatives; Manage shift rota and support team development through mentoring.
Seniority
Senior, hands-on IC with team leadership
