Service Manager - Incident Resolution
Support
Service Manager - Incident Resolution
Poznań
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
ITIL
Agile
Job description
Online interview
GSK Tech Global Centre located in Poznan is the world’s largest GSK technology center, hiring about 700 highly skilled IT professionals.
As Tech we are a fundamental part of a science-led global healthcare company to help GSK discover, develop, manufacture and commercialize and sell our medicines and products. Our work makes a difference and in GSK we work with purpose to help people do more, feel better, live longer.
Join GSK Tech Global Centre in Poznan and work in an environment that empowers and inspires. Experiment and collaborate across multinational teams to bring innovation. Be you, feel good and keep growing!
Job Description Summary
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 material negative impact to GSK business.
This position within the Command Centre is primarily responsible for directing Service Leaders and Subject Matter Experts (of the affected service), to focus on the service restoration during Major Incidents in an IT environment.
Service Manager is also responsible for providing accurate and timely written and verbal communications to senior leaders, stakeholders and end users.
Key responsibilities:
- Provide leadership in IT major incidents impacting business critical sites, applications and services
- Leverage technical expertise to convene appropriate participants (resolvers) and to direct Major Incident response, with focus on service restoration
- Manage complex process in high pressure situation, driving sense of urgency, ensuring multiple tasks are completed in parallel and to target time and quality
- Interact with and support peers and team members at other locations in providing overall support for the service delivery
- Provide professional Major Incident status updates to senior stakeholders
Why you?
Basic Qualifications:
We are looking for professionals with these required skills to achieve our goal.
- 3 years Major Incident Management experience
- Strong leadership skills to direct service teams during Major Incidents
- Experience in troubleshooting, with broad expertise and knowledge in core infrastructure technologies (e.g. application, server, network, authentication, database) and how they work together.
- Excellent written and verbal communication skills
- Excellent Incident and Problem Management knowledge and skills
- Able to work unsupervised, independently and within a global team
- Flexibility with respect to the work schedule (early/late including weekends, NOT nights).
Preferred Qualifications:
If you have the following skills and experience, it would be a plus:
- ITIL certification
- Experience with Agile methods and tooling
- Experience of working in complex global relationships with Tech (IT), vendors, business units and external partners.
Why GSK?
Our values and expectations are at the heart of everything we do and form an important part of our culture.
These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork.
Benefits:
- Career at one of the leading global healthcare companies
- Contract of employment
- Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
- Life insurance and pension plan
- Private medical package with additional preventive healthcare services for employees and their eligible
- Sports cards (Multisport)
- Possibilities of development within the role and company’s structure
- Personalized learning approach (mentoring, online training’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external trainings)
- Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities)
- Encouraging community and integration events
- Modern office with creative rooms, fresh fruits everyday
- Free car and bike parking, locker rooms and showers
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