Major Incident Manager Major Incident Manager …

Morgan Stanley
in Glasgow, Scotland, United Kingdom
Permanent, Full time
Be the first to apply
Morgan Stanley
in Glasgow, Scotland, United Kingdom
Permanent, Full time
Be the first to apply
See job description for details

Team Profile

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.

Role Profile

This position is for a Major Incident and Service Delivery Manager, located in Glasgow.

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.


  • Skills Required

    • 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.

    • Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.