Lead Major Incident Manager​

Overview

In this pivotal role, you will own end-to-end Major Incident (P1) and high-priority (P2) incident management to restore services quickly. You’ll lead cross-functional resolver teams, communicate with senior stakeholders, and drive continuous improvement in detection, response, and automation. You’ll act as an escalation point, mentor others, and contribute to CSI and shift readiness in a 24/7 global operation. This role supports GSK’s mission to protect patient supply and enable research through resilient digital infrastructure.

Responsibilities

• Own end-to-end Major Incidents (P1) and high-priority (P2) incidents from detection to restoration
• Mobilise and engage the right resolver teams, SMEs and vendors quickly
• Lead technical bridges, manage scope, validate hypotheses and drive restoration
• Make timely decisions under pressure and escalate when additional authority or resources are needed
• Own incident communications for senior leaders with clear business relevance
• Translate technical detail into business impact and set restoration expectations
• Assess incidents for impact, trigger escalation, and consider business risk
• Ensure quality and completeness of incident records for Problem Management
• Contribute to post-incident reviews and track actions to closure
• Drive CSI initiatives and improvements, including AI/automation adoption
• Manage 24x7x365 shift operations and handovers with due diligence
• Support MIM development through mentoring and feedback
• Foster cross-functional collaboration and a team-first mindset

Key requirements

• Bachelor’s or Master’s degree in a relevant field or equivalent experience
• 7+ years in IT service operations in a large global organisation
• ITIL v4 certification
• Experience leading P1 incidents end-to-end with multiple technical teams and third parties
• Experience communicating during live incidents to senior audiences under time pressure
• Experience with defined service levels and KPIs and improving incident response
• Experience of 24×7 shift-based and on-call work with structured handovers
• Experience with enterprise ITSM tooling (ServiceNow preferred) and monitoring/alerting platforms
• Desirable: experience in regulated industries (pharma, life sciences, financial services)

• composure under pressure
• excellent verbal and written communication
• facilitation and questioning
• AI and automation in incident response
• data-driven tooling
• ITIL v4

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