Problem Management Lead

The Problem Manager at GSK is responsible for managing the lifecycle of all problems, ensuring that root causes are identified and resolved, and preventive measures are implemented to prevent recurrence. The role focuses on minimizing the impact of incidents and problems on the business, ensuring the highest levels of service quality and availability.

Key responsibilities

Problem Identification and Analysis:

• Facilitate root cause analysis (RCA) for major incidents and recurring issues.
• Collaborate with IT teams to diagnose problems and establish preventive measures.

Problem Resolution:

• Facilitate development and implementation of action plans to resolve recurring problems.
• Coordinate with cross-functional teams to ensure timely resolution of problems.
• Ensure that problems are properly documented, tracked, and resolved in accordance with the established service level agreements (SLAs).

Problem Prevention:

• Proactively identify opportunities for improving IT services to prevent future incidents.
• Implement changes to reduce the likelihood of recurrence and improve overall service quality.
• Conduct post-implementation reviews to ensure solutions are effective and sustainable.

Communication and Reporting:

• Maintain clear and concise documentation of problems, RCA, and resolutions.
• Provide regular updates to stakeholders on the status of problems and actions.
• Prepare and present problem management reports to senior management.

Service Improvement:

• Participate in continuous improvement initiatives to enhance IT service delivery.
• Identify and recommend process improvements for the problem management function.
• Ensure that best practices and standards are followed in problem management activities.

Major Incident Management:

• Lead the resolution of major incidents by coordinating with technical and business teams.
• Ensure that major incidents are identified, logged, categorized, and prioritized accurately.
• Drive the incident resolution process and ensure that service restoration is achieved within agreed service levels.

Why you?

Basic Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service management, with a focus on problem management.
• Strong understanding of ITIL framework and best practices, with ITIL 4 basic certification.
• Proven experience in conducting root cause analysis and problem-solving.
• Experience in similar roles related to problem management
• Fluency in English, both written and spoken

Preferred Qualifications:

• ITIL advanced certification
• Experience with ServiceNow or similar IT service management software

Why GSK?

At GSK we offer a wide range of additional 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)
• Hybrid working model (where GSK site are in Poland)
• Extensive support of work life balance (flexible working solutions, min. 2-3 days/week working form the office, short Fridays option, health & well-being activities)
• 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 (internal trainings, mentoring, access to online training’ platforms: Keep Growing Campus, LinkedIn Learning, Business Skills, Harvard Manage Mentor, Skillsoft and external training)
• Supportive community and integration events
• Modern office with creative rooms, fresh fruits every day

Inclusion at GSK:

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

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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