Associate Director - Senior Incident / Problem Manager
GSK (company site, opens in a new tab)15+ yrsBengaluruOn-siteDirect career pageEst. 35–55 LPA
Posted 15h ago
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Job description
Structured overview of role & requirements
About This Role
- Owns and governs incident and problem management quality and delivery across GSK Digital & Tech, focusing on major and high-impact P1/P2 incidents.
- Leads end-to-end control of complex major incidents, directing multiple teams and managing senior stakeholder communications under pressure.
- Drives data-driven continuous improvement through ITSM/ITOM analysis and rigorous root cause analysis and corrective actions oversight.
Minimum Requirements
- 15 years overall experience; 10+ years in IT service operations with substantial incident, major incident, and problem management.
- Bachelor's or Master's degree in Computer Science, IT, Engineering, or equivalent experience.
- ITIL Foundation certification mandatory; advanced ITIL and enterprise ITSM tooling (e.g., ServiceNow) certifications desirable.
- Experience working in 24x7 operational environments, handling complex global/regulatory settings, and proven track record in major incident leadership.
Ideal Candidate Profile
- Senior professional with deep expertise in ITSM/ITIL frameworks specialising in high-stakes incident and problem management.
- Strong leadership and communication skills to manage multi-team incident resolution and engage with senior executives effectively during crises.
- Data-driven and analytical, skilled in ITSM/ITOM tooling and leveraging AI/automation within secure, compliant boundaries to improve service performance.