Lead Major Incident Manager​

Overview

In this pivotal role, you own end-to-end Major Incident (P1) and high-priority (P2) incident management within the Digital & Tech Command Centre, coordinating cross-functional resolver teams to restore services quickly. You provide timely, audience-appropriate updates to executives and stakeholders and drive post-incident reviews and continual improvements using AI and automation. You balance speed with risk, escalate when needed, and mentor junior MIMs to lift team capability. This role sits at the core of protecting patient supply and research infrastructure, aligning with GSK’s mission to safeguard health at scale. You will work with cross-functional partners to improve detection, triage,

Responsibilities

• Own end-to-end management of Major Incidents (P1) and high-priority (P2) incidents from detection to restoration
• Mobilise and engage appropriate resolver teams, subject matter experts and vendors with urgency
• Lead technical bridges, test hypotheses, and control scope to focus on restoration
• Record and drive decisions under pressure while balancing speed and risk
• Coordinate incident communications for senior leaders and ensure consistent, accurate updates
• Assess incidents for impact, determine escalation paths, and reflect true business risk
• Ensure quality of incident records for Problem Management and drive CSI initiatives
• Contribute to AI, automation and data-driven tooling to shorten detection, engagement and restoration times
• Manage 24x7x365 shift readiness and handovers, including on-call and holiday work
• Mentor and support development of Major Incident Managers and lead CSI projects
• Foster cross-functional collaboration and continuous service improvement
• Deliver rigorous shift handovers and participate in recovery tests and major incident rehearsals

Key requirements

• 7+ years in IT service operations within a large, global organisation
• ITIL v4 certification
• Experience leading P1 incidents end to end and coordinating multiple teams and third parties
• Experience communicating during live incidents to senior leaders under time pressure
• Experience working to defined service levels and KPIs with demonstrated incident response improvements
• Experience of 24×7 shift-based and on-call working with structured handovers
• Experience with enterprise ITSM tooling (ServiceNow preferred) and monitoring/alerting platforms
• Experience in a regulated industry desirable

• Composure under pressure
• Excellent verbal and written communication
• Strong facilitation and questioning skills
• ITSM tooling (ServiceNow)
• Monitoring/alerting platforms
• AI-enabled monitoring and automation

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