Associate Director - Senior Incident / Problem Manager
GSK (company site, opens in a new tab)15+ yrsBengaluruOn-siteDirect career pageEst. 35–60 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and govern Incident and Problem Management quality and delivery across Digital & Tech, focusing on identifying improvements, root cause analysis, and corrective actions.
- Lead Major Incident Management for complex/high-impact P1/P2 events, directing multiple teams and managing senior stakeholders with clear, timely communication.
- Use ITSM/ITOM data analysis for governance, continuous improvement, and cross-functional operational performance oversight.
Minimum Requirements
- 15 years overall experience with 10+ years in IT service operations within large, complex, global organisations, including substantial Incident and Problem Management experience.
- Bachelor's or Master's degree in Computer Science, IT, Engineering or equivalent experience.
- ITIL Foundation certification required; ITIL Intermediate/Managing Professional desirable; experience with enterprise ITSM tools (ServiceNow preferred).
- Work Experience Required: 15+ years total, 10+ years in IT service operations with incident/problem management focus.
Ideal Candidate Profile
- Experienced in managing complex, high-impact major incidents with authority and the ability to coordinate multiple resolver teams and third parties.
- Strong command of ITSM/ITOM data analysis and governance to drive measurable improvements and operational excellence.
- Skilled in communicating complex technical issues and business impacts clearly to senior stakeholders (up to SVP level) under pressure.