# Senior Incident and Problem Manager

**Company**: GlaxoSmithKline (GSK)
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Healthcare

**Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Associate-Director---Senior-Incident---Problem-Manager_449049-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_69abe296-0e3

## Description

GSK's Digital & Tech estate operates 24x7x365 and disruption directly impacts patient supply, research and colleague productivity. This senior role sets, monitors and governs the quality and delivery discipline of incident and problem management across Digital & Tech, ensuring comprehensive identification of improvement opportunities, robust root cause analysis (RCA) and rigorous follow-up of corrective and preventive actions.

**Major Incident Management Support**

- Take end-to-end control of complex or high-impact P1/P2 Major Incidents when senior intervention or additional capacity is required

- Direct resolver teams, subject-matter experts and third parties at pace

- Manage senior business and technology stakeholders during critical incidents

- Maintain disciplined incident command, including clear decision-making and action ownership

- Ensure the incident record captures sufficient technical evidence and decisions

**Problem Management Oversight & Assurance**

- Provide oversight and support to P1 and P2 problem records

- Ensure related corrective and preventive actions are owned, tracked and driven to closure

- Identify recurring themes and fragile services

**Data-Driven Governance & Reporting**

- Report on incident and problem data to govern to quality outcome across Digital & Tech

- Set and monitor quality expectations, standards and delivery discipline

- Analyse service performance data and operational metrics

**ITSM/ITOM Analysis & Continuous Improvement**

- Use ITSM/ITOM and related data analysis to assess current state and drive improvements

- Partner with product, platform and reliability teams to close gaps in monitoring and alerting

**Responsible AI, Automation & Guardrails**

- Work with the Automation Acceleration Hub to apply AI-enabled analysis and automation

- Ensure AI and automation are used responsibly, with appropriate security and compliance

**Professional Qualifications**

- Bachelor's or Master's degree in a relevant field

- ITIL Foundation required; ITIL Intermediate / Managing Professional desirable

- Certification in enterprise ITSM tooling or data analysis desirable

**Area of Specialisation**

- Deep knowledge of ITSM and the ITIL framework

- Strong command of major incident governance and stakeholder communications

- Strong capability in ITSM/ITOM data analysis

**Experience Required**

- 15 years overall and 10 years+ in IT service operations

- Proven track record of taking control of complex, high-impact P1/P2 incidents

- Experience communicating with senior business and technology stakeholders

- Track record of driving high-quality RCA and corrective and preventive actions

## Skills

### Required
- Advanced Analytics
- Audits Compliance
- Automation
- Business Continuity Management (BCM)
- Corrective and Preventive Action (CAPA)
- Data Analysis
- Disaster Recovery (DR)
- DMAIC
- Financial Operations
- Incident Analysis
- Log Analysis
- Major Incident Management
- Metrics Management
- Network Performance Management (NPM)
- Performance Monitoring
- Quality Assurance (QA)
- Reliability Engineering
- Security Controls
- Security Incident Response
- Service Audit

---

Source: [Apply at gsk.wd5.myworkdayjobs.com](https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Bengaluru-Luxor-North-Tower/Associate-Director---Senior-Incident---Problem-Manager_449049-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)