RE & Operations - Senior Incident / Problem Manager

Location: Bengaluru Luxor North Tower

Business Introduction

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.

Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.

Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

Position Summary

You will lead incident and problem management for regional technology and operations in India. You will coordinate rapid incident response, lead root cause investigations, and drive actions that reduce recurrence. You will work closely with engineers, service owners, and business partners. We value clear communicators, practical problem solvers, and people who take ownership. This role offers growth through cross-functional collaboration, direct impact on service reliability, and a chance to contribute to GSK’s mission of uniting science, technology and talent to get ahead of disease together.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

• Lead major and severe incidents end-to-end, coordinate response teams, manage communications, and ensure timely service restoration.
• Manage the problem lifecycle: lead root cause analysis, define corrective actions, and track resolution to closure.
• Facilitate post-incident reviews, capture lessons learned, and follow up to ensure improvements are implemented.
• Maintain clear, up-to-date incident and problem records and provide concise status updates to stakeholders.
• Collaborate with engineering, operations, and service owners to reduce recurrence through automation, improved observability, and design changes.
• Improve incident and problem management playbooks, runbooks, and processes to strengthen operational resilience.

Why You?

Basic Qualification

We are seeking professionals with the following required skills and qualifications to help us achieve our goals:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
• At least 5 years of experience in incident management, problem management, or IT operations.
• Experience managing major incidents in a 24x7 operational environment.
• Strong stakeholder management and clear communication with technical and non-technical audiences.
• Proven ability to lead cross-functional teams and make decisions under pressure.
• Experience using IT service management (ITSM) tools and following change management processes.

Preferred Qualification

If you have the following characteristics, it would be a plus:

• ITIL certification or formal training in incident and problem management.
• Experience with cloud platforms and site reliability engineering or DevOps practices.
• Familiarity with monitoring, observability, and alerting tools.
• Experience implementing automation for incident response and remediation.
• Experience working in regulated or healthcare-related technology environments.
• Experience collaborating with hybrid or global teams across time zones.

Working Model and Location

This role is located in India. The position is primarily on-site with flexibility for hybrid working. You will support regional and global colleagues and may occasionally work extended hours for major incidents.

What you will gain day to day

You will deepen your technical and leadership skills. You will own high-impact work that improves reliability for critical services. You will work with diverse teams and be supported to learn and grow. We foster an inclusive culture where different perspectives help us deliver better outcomes.

How to apply

If you are energized by restoring services, finding root causes, and improving how teams work together, we want to hear from you. Please submit your CV and a short note explaining why this role interests you and how your experience aligns with the qualifications. We look forward to learning about you.

Audits Compliance, Automation Technology, Business Continuity Management (BCM), Data Analysis, Disaster Recovery (DR), Financial Operations, Incident Analysis, Log Analysis, Metrics Management, Network Performance Management (NPM), Performance Monitoring, Quality Assurance (QA), Reliability Engineering, Security Controls, Security Incident Response, Service Audit

Why GSK?

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

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

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 [email protected] to discuss your needs.

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