Service Manager Lead – Incident resolution

Purpose:

The Core Tech Command Centre Incident Resolution team provides 24x7 Major Incident Management support for critical sites, applications and services. Any disruption or degradation to these, can result in a loss of productivity to GSK businesses.

This position within the Command Centre is primarily responsible for directing a team of Major Incident managers and ensures they complete their daily/weekly tasks effectively.

In addition, the Service Lead will also manage Major Incidents by directing Service Leaders and Subject Matter Experts (of the impacted service), to focus on the service restoration during Major Incidents in an IT environment, whilst providing accurate and timely written and verbal communications to senior leaders, stakeholders and end users.

Key Responsibilities:

Major Incident Manager:

The manager will not be deployed on the night shift (whilst carrying out the duties of the role); however, will be required to move to a shift (including night shift) that is understaffed (for whatever reason).

• Takes the lead on complex major incidents impacting business critical sites, applications and services, demonstrating an ability to remain calm under pressure.

• Manages complex processes and ensures that multiple tasks are completed in parallel and within the specified time.

• Utilizes technical expertise to convene appropriate participants (problem solvers) and lead the response to major incidents, with a focus on service recovery.

• Provides escalation to service teams, management and executives to ensure appropriate attention, involvement and focus.

• Creates accurate and timely communications tailored to the relevant audience (senior leaders, stakeholders, business and end users).

Leadership:

• Work with the Command Center Leadership team and help set strategy, innovation, team growth.

• Identify and lead key/large objectives & service improvements initiatives

• MI Governance

• Lead/support coaching/upskilling of MIMs

Shift Management: 

• Monitor and manage the team’s workload during assigned shifts

• Monitor the team's availability to handle incoming candidates and redistribute tasks as needed.

• Facilitate understanding and assessment of situations to ensure alignment and clarity.

• Provide additional support as needed and act as a liaison between the Leadership Team (LT) and the MIMs.

• Step in on tasks or issues to ensure smooth flow and effective communication.

• Ensure MIMs take their scheduled breaks to prevent burnout and maintain productivity.

• Prioritize business as usual (BAU) over objectives and key results (OKRs) and team meetings.

• Ensure that essential processes are maintained without compromising service quality.

Manage the shift schedule for India:

• Publish the annual shift plan for the India Major Incident Management Team (review and agree with the team Manager before publishing).

• Liaise with Line Manager for special days (UK offs, Major Activity to manage Rota as required).

• Manage all leave requests and update all leaves on Global Rota. Ensure all leave days are utilized annually whilst meeting the shift coverage requirements.

• Review requests for shift swaps in compliance with the shift coverage requirements and update the shift rota.

Coordinate the shift allowance:

• Track team coverage, update the shift allowance tracker and send to the finance team before the 10th of each month so that shift allowances can be processed for all team members.

• If you/team do not receive the shift allowance, ask the financial coordinator for the reasons and then contact the Team manager to resolve any conflicts.

• Inform the Team manager and set an expectation for the team regarding any delays in payment. Coordinate

PWC with escalation to manager

• Weekly consultation with Indian MIM team on Work from Office preference (days)

• Update WFO tracker and escalate to team manager if the requirement of 2 days per week (excluding night shifts) is not met.

Track compliance with CAB guidelines.

• Check monthly with Transport team if the Indian MIM team is complying with the assigned shift Login schedule

Required Skills:

• 10 to 14 years of Exp, with technical degree or relevant education level

• Have a broad and deep knowledge of how enterprise systems and technologies work.

• Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, network, authentication, database).

• 10 Years Major Incident Management experience.

• 3 Years Team Lead experience will be an advantage.

• Excellent written and verbal communication skills. · Excellent Incident, Change and Problem Management knowledge and skills.

• Experienced user of a call handling or trouble ticketing system (Service Now or similar).

• Experience in the use of computer monitoring systems (CA Spectrum or similar).

• Dependent on location, operate under agreed work schedules that might require either shift work, on-call and possibly overtime.

Desired Skills:

• Comfortable communicating with all levels of the organization.

• Comfortable at pushing back higher levels of the organization when required.

• Ability to work with other Tech (IT) functions to identify opportunities for process improvement and provide leadership for successful implementation.

• Ability to work in complex global relationships with Tech (IT), vendors, business units and external partners.

• Ability to share ideas and knowledge to all levels of the organization.

Inclusion & Diversity at GSK:

At GSK, we are dedicated to fostering an inclusive and diverse work environment. We believe that diversity in our workforce drives innovation and growth, and we are committed to providing equal opportunities for all employees and applicants. We strive to create an atmosphere where all individual’s unique perspectives and experiences are valued and respected. All qualified applicants will receive equal consideration for employment without regard to their sex or gender, caste, pregnancy, gender identity/expression, physical and/or mental disability, or any other protected characteristic as per applicable law.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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