Job Purpose:

The Command Centre Major Incident Manager (MIM) provides global 24×7 leadership for high‑severity IT incidents across GSK’s technology landscape. The role ensures rapid service restoration, drives high‑quality executive communications, and coordinates technical and business stakeholders during critical outages.

In addition to managing Major Incidents (P1/CRISIS), the MIM also leads and communicates Priority 2 (P2) Incidents, ensuring consistent process adherence, visibility, and stability across services.

The role is also responsible for contributing to Command Centre strategic objectives each year—focusing on operational excellence, team capability, service quality, automation, observability, and cultural uplift.

Key Responsibilities:

Major Incident Leadership (P1 / Crisis)

• Lead cross‑functional technical teams to restore service during high‑impact Major Incidents.

• Drive parallel workstreams under pressure with structured execution.

• Identify and coordinate appropriate SMEs, resolvers, vendors, and product teams.

• Communicate timely, accurate incident updates to senior leaders and global stakeholders.

Priority 2 Incident Management & Communications

• Own the end‑to‑end process for P2 incidents, including coordination, tracking and closure.

• Draft and send P2 communications following Command Centre standards.

• Ensure accuracy of impact statements, stakeholder visibility, and consistent triage discipline.

Communications & Escalation Management

• Produce executive‑ready written and verbal communications for P1 and P2 incidents.

• Deliver concise summaries, impact assessments, diagnostics progress, and recovery timelines.

• Escalate effectively when delays, risk, or barriers to resolution appear.

Contribution to Command Centre Objectives

• Support initiatives improving MI duration, detection/acknowledgement, and communication quality.

• Participate in capability uplift, culture programmes, and best‑practice sharing.

• Contribute to ITSM excellence across Incident, Change, Problem, Observability, and Event Management.

• Support automation, AIOps, noise‑reduction, dashboards, and modern monitoring initiatives.

• Engage in BCP, resilience testing, and risk management activities.

Required skills & qualifications:

• 10 to 14years of Major Incident Management or similar high‑pressure operational leadership experience, with Graduate degree or relevant education level

• Strong understanding of enterprise‑scale infrastructure and application ecosystems, including networks, servers, authentication, databases, middleware, and cloud technologies.

• Proven calm, structured leadership during critical incidents.

• Executive‑level communication and stakeholder management skills with the ability to influence and guide decision‑making.

• Certifications: Service Management certification (ITIL or equivalent) or Agile certification

Desired skills: We expect Major Incident Managers to operate as elite incident leaders, demonstrating:

• Strong command presence during incident bridges.

• Highly effective facilitation, orchestration, and bridge‑management skills to steer complex technical groups toward rapid service restoration.

• Precise, timely, and trusted communications to all levels, including senior leadership, with the ability to translate complex issues into clear, actionable updates.

• Calm, authoritative leadership in ambiguity, pressure situations, and during business‑critical system outages.

• Ability to align diverse technical teams, de‑escalate conflict, and maintain focus on service recovery and decision‑making.

• High emotional intelligence, resilience, and professionalism, consistently supporting positive team culture and collaboration.

• Strong objective ownership, contributing to and delivering against Command Centre yearly objectives — including operational improvement, culture uplift, capability development, MI duration reduction, ITSM maturity, automation, AIOps/observability evolution, and cross‑tower collaboration.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process.

Please contact our Recruitment Team at [email protected] to discuss your needs.

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