Job Description

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver 40 billion in annual sales, leveraging our strong performance momentum to increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centered on early intervention to prevent and alter the course of disease, protecting people and supporting healthcare systems. Our diverse portfolio includes vaccines, specialty medicines and general medicines. Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch groundbreaking treatments that address critical health challenges.

Position Summary:

As the Associate Director - Product management - Outsourced Applications, you will own day?to?day support activities that keep our IT products dependable and our users productive across GSK's pharma operations. You will collaborate closely with product owners, engineers, strategic partners, validation/QA and business stakeholders to resolve incidents, streamline processes, and implement optimizations. You will support delivery of product roadmaps, simplify the IT landscape through planned decommissions, and protect business continuity by maintaining robust application recovery and disaster recovery strategies. You will capture and share learnings to prevent recurrence. We seek clear communicators who coach others, bring curiosity, and drive practical, maintain audit readiness. This role offers strong growth, visible impact and the opportunity to combine science, technology and talent to help get ahead of disease.

Key Responsibilities:

Own service design, service transition, vendor management and the product lifecycle, providing clear timelines, regular status updates and proactive stakeholder communication. Coordinate cross?functional incident response (engineering, ITSM, service desk, QA, infrastructure, cyber security and vendors) and lead resolution or safe workaround implementation. Maintain and improve support runbooks, knowledge articles, escalation paths and on?call rotas to ensure consistent, auditable service. Operate and mature ITSM processes (incident, problem, change, release, request, configuration management) for the product; ensure SLAs/OLAs are met and CMDB/CIs are accurate. Monitor support metrics and KPIs (MTTR, incident volumes by severity, repeat incidents, SLA attainment, CSAT); identify trends and present clear, actionable insights to product and business stakeholders. Lead post?incident reviews (root cause analysis) and drive durable process or product changes to prevent recurrence; ensure follow?up actions are tracked and closed. Support product lifecycle activities including release coordination, GxP validation artefacts review, DevSecOps, monitoring, go?live readiness and decommissioning support as required. Collaborate with Product Owners on backlog prioritization driven by operational risk, user impact and regulatory requirements. Coach and mentor junior support staff; act as escalation point for complex or high?impact issues and guide effective stakeholder communications. Manage relationships with third?party vendors for support escalations, contract fulfilment and performance management. Contribute to continuous improvement initiatives across support, deployment and product stability practices.

Mandatory Domain & Technical Experience (Pharma IT)

Minimum 6 years' experience in product, technical or application support within pharma or regulated healthcare environments; demonstrated understanding of pharmaceutical business processes (R&D Scientific, Clinical, Safety and Regulatory) is required. Strong ITSM experience: practical use and process ownership of incident, problem, change, release, request and configuration management in regulated environments. Hands?on experience with ServiceNow, or equivalent ticketing/ITSM platforms is mandatory. Product lifecycle management exposure: involvement in release management, validation/CSV activities (IQ/OQ/PQ), go?live readiness, and decommissioning of regulated IT systems. Vendor Governance: Manage relationships with external vendors/partners to ensure service delivery, continuous improvements, compliance, performance, and risk mitigation. Define and monitor service level agreements (SLAs), key performance indicators (KPIs), and vendor contracts. Collaborate with cross-functional teams to optimize vendor management processes and drive operational efficiency. DevSecOps: DevSecOps: Implement secure coding practices, CI/CD pipelines, and vulnerability management to reduce risks. Collaborate with cross functional teams to drive automation, security, and reliable delivery. Budget Planning and driving cost efficiency: Manage budgets, track spending and identify cost-saving opportunities. Collaborate on financial planning and resource allocation. Lead initiatives to improve productivity and optimize costs. Product management collaboration: proven ability to work closely with product managers on prioritization, operational requirements and lifecycle decisions. Regulatory & quality awareness: working knowledge of GxP requirements like 21 CFR Part 11, data integrity principles and experience interfacing with QA for compliant support and change control. Cloud/SaaS and integrations: experience supporting cloud platforms, SaaS products and integrations (APIs), and understanding of implications for controlled validation and change processes. Monitoring & observability: hands?on experience with monitoring, logging or observability tools to diagnose and trend operational issues. Incident response & RCA: demonstrated ability to lead multi?team incident responses and run effective post?incident reviews / root cause analysis. Communication & stakeholder management: strong English written and verbal skills for global collaboration across IT, business, strategic partners and QA teams. Familiarity with ServiceNow in a regulated environment (ITSM, CMDB, ITOM, DevSecOps, AIOps). Experience with tools such as ServiceNow, Power BI, Aha, JIRA and Azure DevOps (ADO). AIOps: Awareness of and hands?on experience implementing AIOps solutions to drive efficiencies and optimizations in IT operations. Strong knowledge of SAFe agile delivery, including PI Planning and release management.

Basic Qualifications

Bachelor's degree in engineering, computer science, life sciences or equivalent practical experience. Minimum 6 years' relevant experience in product, technical or application support roles, with at least part of that in pharma/life sciences. Must be based in India; this role is hybrid with a mix of office and remote work as agreed with the team.

Preferred Qualifications

Prior experience coaching or leading a small support team. Certifications: ITIL v3/v4 (mandatory preferred), Agile certifications; Agile/Scrum exposure desirable. Hands-on use of monitoring, logging or observability tools. Familiarity with regulatory or quality standards in healthcare or life sciences. Experience with specific pharma systems (Clinical, Safety, Regulatory domains) is a plus. Comfortable working in a matrixed, cross?functional global organization. Experience with automation for incident detection, automated runbooks or self?service support enhancements.

What You Will Gain

Opportunity to grow both technical and leadership skills within a global, regulated pharma IT environment. Work with motivated colleagues across product, engineering, QA and business teams and influence product quality and user experience at scale. Visible impact on reliability and operational excellence that supports GSK's mission to help people do more, feel better and live longer. Inclusive culture and professional development opportunities.

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 IN.recruitment-adjustments@gsk.com to discuss your needs.

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