Site Name: Bengaluru Luxor North Tower Posted Date: Jan 21 2025 Purpose: The Enterprise Operations Command Centre Incident Resolution team provides 24/7 Major Incident Management for Critical Sites, Applications, and Services to minimize business disruption. This role directs a team of Major Incident Managers and leads Major Incidents by coordinating Service Leaders and SMEs for service restoration. The Major Incident Manager also provides accurate, timely communications to senior leaders, stakeholders, and end users. Key Responsibilities: Major Incident Manager: The Service Manager Lead leads complex major incidents affecting critical business systems, whilst remaining calm under pressure. They manage multiple tasks simultaneously, convene the right technical experts for incident response, and focus on service recovery. The role includes escalating issues to service teams, management, and executives, and providing clear, timely communications to stakeholders. While not regularly assigned to night shifts, the lead may be required to cover understaffed shifts at short notice. Leadership:The responsibilities include collaborating with the Command Centre leadership to define strategy, innovation, and team growth. Beyond Major Incident Management, the role requires you to lead key objectives and service improvements. The role also requires you to ensure high-quality execution of the Major Incident process in partnership with the Leadership team. Additionally, the role includes leading and supporting the coaching and training of Major Incident Managers (MIMs). Operations Management: The responsibilities involve overseeing the team's workload during shifts, ensuring tasks are redistributed when necessary, and facilitating clear communication and alignment with the team. The role also includes providing support, acting as a liaison between the Leadership team and MIMs, stepping in to resolve issues, ensuring MIMs take breaks to prevent burnout, and prioritizing routine business operations over strategic objectives. Finally, the role emphasizes maintaining essential processes whilst upholding service quality. Shift Management: Responsibilities include publishing the annual shift plan for India team, coordinating shift coverage and coordinating the relevant allowance payments. Additionally, manage and update leave requests on the Global Rota, reviewing shift swap requests to maintain coverage and coordinating office attendance according to the company’s hybrid work policy, including complying with the assigned shift login schedule and transport policy. 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 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). Will be required to operate in shifts (including some nights) depending on business requirements. Experience in leading enterprise-wide projects and service improvements Certification in ITIL V4 is required Exp in Working on Cloud platforms, preferably Azure, Certification Azure is preferred 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. 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