GSK
Lead Major Incident Manager
Durham Blackwell Street · Hybrid (Remote & On-site) · Manager · Full-time · Posted Oct 21, 2026
- Experience
- 7+ years in IT service operations, including time in a Major Incident Management role.
- Education
- Bachelor’s or Master’s degree in a relevant field (e.g. Computer Science, IT or Engineering), or equivalent experience.
About the job
Leads end-to-end response to major and high-priority IT incidents, coordinates technical teams, communicates with stakeholders, and drives service recovery and continuous improvement in a 24x7x365 command centre.
What you'll do
- Direct incident response from detection through confirmed restoration, coordinating resolver teams, subject matter experts and vendors.
- Provide timely, audience-appropriate incident updates and act as an escalation point for senior stakeholders and colleagues.
- Improve incident processes, records and readiness, including AI and automation adoption, post-incident reviews, rota support and mentoring.
What they ask for
- 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 organisation, including time in a Major Incident Management role.
- ITIL v4 certification; experience leading P1 incidents end to end and directing multiple technical teams and third parties concurrently.
- Experience communicating during live incidents to varied audiences, working to service levels and KPIs, and performing 24x7 shift-based and on-call work with structured handover.
Nice to have
- Experience with enterprise ITSM tooling (ServiceNow preferred) and monitoring/alerting platforms.
- Experience in a regulated industry (pharmaceutical, life sciences, financial services or similar).
Tools
ServiceNow, ITSM, monitoring/alerting platforms, AI, automation
AI focus
Contribute to AI-enabled monitoring, detection and triage, and adopt AI, automation and data-driven tooling to reduce time to detect, engage and restore.
Model-written summary · the original posting is authoritative