Associate Director - Senior Incident / Problem Manager
GSK (company site, opens in a new tab)15+ yrsBengaluruOn-siteDirect career pageEst. 30–55 LPA
Posted 15h ago
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Job description
Structured overview of role & requirements
About This Role
- Own the governance and delivery discipline of incident, major incident, and problem management across GSK's Digital & Tech environment, ensuring robust root cause analysis and corrective/preventive actions.
- Take command of complex, high-impact P1/P2 major incidents, directing cross-functional teams and managing senior stakeholders with clear, timely communication to restore service.
- Drive data-driven governance, reporting, and continuous improvement leveraging ITSM/ITOM analysis and collaborate on responsible AI and automation adoption within operational frameworks.
Minimum Requirements
- 15+ years overall experience with 10+ years in IT service operations within large, global organizations, including significant Incident, Major Incident, and Problem Management experience.
- Bachelor's or Master's degree in relevant field (Computer Science, IT, Engineering) or equivalent experience.
- ITIL Foundation mandatory; ITIL Intermediate/Managing Professional desirable; certification in enterprise ITSM tools (e.g., ServiceNow) and root cause analysis methodologies desirable.
- Experience working in 24x7 operational environments, managing complex incidents, and communicating up to SVP-level stakeholders; regulated industry experience desirable.
Ideal Candidate Profile
- Experienced leader with proven authority to control complex, business-critical incidents and lead multiple resolver teams and third parties under pressure.
- Strong analytical capability in ITSM/ITOM with demonstrated ability to govern to quality outcomes and drive operational improvements across internal and partner teams.
- Skilled communicator able to translate technical details into clear business impacts and coordinate across diverse technological and organizational stakeholders in a global, regulated environment.