Service Manager Incident Resolution

Job 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 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 :

• Provides leadership in major incidents impacting business critical sites, applications and services, demonstrating a strong ability to deliver while remaining calm under pressure.
• Manages complex process, ensuring multiple tasks are completed in parallel and within target time.
• Leverages technical expertise to convenes appropriate participants (resolvers) and to direct Major Incident response, with focus on service restoration.
• Provides escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus.
• Produces accurate and timely communications tailored to relevant audience (Senior Leaders, Stakeholders, Business and End-Users).
• Identifies and leads continuous improvement activities in Command Centre Incident Resolution Team.
• Leads objectiives that drives continuous improvement for overall IT Service management and ITIL Framework (e.g. Event monitoring).
• Contributes to weekly Major Incident evaluation meetings.
• Ensure compliance with regulatory, national, corporate and divisional laws, policies, rules and procedures.

Required Skills & Qualification:

• 10 to 12years 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.
• Excellent written and verbal communication skills.
• Strong leadership skills to direct service teams during Major Incidents that could cause significant impact to business. Remaining calm, professional and focused in these high pressure situations.
• Excellent Incident, Change and Problem Management knowledge and skills.
• Able to work unsupervised, independently and within a global team.
• Experienced user of a call handling or trouble ticketing system (Remedy or similar).
• Experience in the use of computer monitoring systems (CA Spectrum or similar).
• Dependant on location, operate under agreed work schedules that might require either shift work, on-call and possibly overtime.
• Comfortable communicating with all levels of the organisation.
• 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 organisation.

Certifications:

• Service Management certification (ITIL or equivalent)
• Agile certification

Inclusion at GSK:

As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process. Please contact our Recruitment Team at IN.recruitment-adjustments@gsk.com to discuss your needs.

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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