The Enterprise Command Center (ECC) is a high-performing globally distributed team that plays a mission critical role in Incident Management, Problem Management, Change Management and Major Events Planning. The ECC creates value by providing command, control and communication for significant Firm-wide technology/cyber-security incidents. The ECC drives adoption of best practices through our focus on stability, and improving operational transparency across the technology organization.
This position is for a Major Incident and Service Delivery Manager, located in Canary Wharf, London.
The role is an opportunity to primarily manage major and severe business impacting technical incidents, predominantly involving large scale infrastructure issues, by coordinating real-time service restoration and actively managing risk. As a member of our pro-active, pragmatic, and energetic team, you are in the unique position to interact with people and teams globally, across all levels of the Firm, and influence decisions that have a direct impact on operational stability.
A typical day would be to provide team coverage from 07:30 to 17:30 on a 9 hour shift basis, in addition to a rotational holiday/weekend on call. You would partner with the rest of the team to manage technical remediation calls and the assessment of impact to the business, ensuring that all participating teams are focused on impact remediation and providing timely incident communications to relevant stakeholders. The position requires thinking on ones feet during high pressure situations, organizational and situational awareness, sound judgement and a strong analytical ability. The role will also involve advising and consulting on processes related to Incident Management, Problem Management and Change Management, as well as the delivery of the other ITSM services. Following any significant incidents, team members will undertake post incident reviews, and follow up with the necessary stakeholders to review lessons learned and drive change that will bring additional stability to the Firm.
Outside of the role, there are opportunities for educational, training and communication programs in technology, building relationships across IT, and numerous opportunities to exemplify the Firm's 4 core values.
Communicate exceptionally in complex situations, in both verbal and written form, to all levels of the organization
Crisis management skills:
Ability to rapidly absorb and understand complex technical situations under pressure
Ability to facilitate conversations with large groups of remote people
Ability to maintain calm during stressful situations
Ability to translate technical incidents into business terms
Enthusiasm to learn new technologies, make new contacts and influence the way IT operates
Multiple years' experience in actively leading major incident calls with technical Subject Matter Experts
ECC Major Incident Managers are expected to act as a catalyst to accelerate an incident response striving to reduce the duration and severity of business impact
The candidate needs to be more than just someone who sends communication notifications and opens conference calls. They need to play an active part throughout the duration of an incident response
Excellent organizational skills, with the ability to manage multiple tasks simultaneously
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Understanding and experience of the technology used in a large infrastructure environment is required (i.e. Linux, Networking, Servers, Databases, Web Infrastructure, Storage, Cyber)
An understanding of data center infrastructure (i.e. Power, Cooling, Racking) would be advantageous
ITIL V3 Foundation Certificate in IT Service Management
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.
As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents
Internal Number: 4824051
About Morgan Stanley
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