# Senior Major Incident Manager

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

**Apply**: https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Durham-Blackwell-Street/RE---Operations---Lead-Major-Incident-Mngr-_449002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d4a78150-4ac

## Description

The Digital & Tech Command Centre operates 24x7x365 to protect GSK's critical sites, applications, and services. The Senior Major Incident Manager role owns and leads the end-to-end response to Major Incidents (P1) and managed high-priority (P2) incidents.

**Key Responsibilities**

- Own the end-to-end management of Major Incidents (P1) and managed high-priority (P2) incidents, from detection through to confirmed service restoration.

- Rapidly establish impact, urgency, and scope, confirm correct prioritization, and drive immediate engagement of the right resolver teams, subject matter experts, and vendors.

- Lead technical bridges with authority, keeping activity focused on restoration, controlling scope, and ensuring hypotheses are tested and eliminated systematically.

- Drive and record decisions under pressure – balancing speed of restoration against risk.

- Own incident communications, producing accurate, timely, and audience-appropriate updates, including for senior leaders, at agreed intervals.

- Translate complex technical detail into clear business impact language, setting realistic expectations on restoration.

- Act as an escalation point for senior stakeholders' questions and requests for information, coordinating accurate, consistent responses across resolver teams and owning follow-up through to closure.

- Continuously assess live incidents for impact, applying criteria to determine appropriate handling.

- Secure the quality, completeness, and accuracy of the incident record – timeline, impact, actions taken, and causal indicators – so that Problem Management can be effective.

- Lead or contribute to post-incident reviews, ensuring findings, follow-up actions, and preventative measures are captured, owned, and tracked to closure.

- Identify recurring themes, fragile services, and gaps in monitoring, alerting, knowledge, or runbooks, and feed these into improvement initiatives.

- Operate as part of a 24x7x365 shift pattern, including public holiday and on-call working as required.

**Requirements**

- 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 organization, 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.

**Nice to Have**

- Composure and personal authority under pressure, with the ability to lead specialists who do not report to the role.

- Excellent verbal and written communication, moving fluently between technical detail and business impact.

- Strong facilitation and questioning skills to keep a bridge focused and eliminate hypotheses systematically.

- Sound judgment in balancing speed of restoration against risk.

- Analytical mindset, interpreting service data and operational metrics to inform improvement.

- Strong documentation and process-design capability.

- Fluency in written and spoken English

## Skills

### Required
- Audits Compliance
- Automation Technology
- Business Continuity Management (BCM)
- Data Analysis
- Disaster Recovery (DR)
- Incident Analysis
- Log Analysis
- Metrics Management
- Network Performance Management (NPM)
- Performance Monitoring
- Quality Assurance (QA)
- Reliability Engineering
- Security Controls
- Security Incident Response
- Service Audit

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Source: [Apply at gsk.wd5.myworkdayjobs.com](https://gsk.wd5.myworkdayjobs.com/en-US/GSKCareers/job/Durham-Blackwell-Street/RE---Operations---Lead-Major-Incident-Mngr-_449002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)