• Competitive
  • New York, NY, USA
  • Permanent, Full time
  • Moody's
  • 22 Nov 17

AVP-Service Management

Location: New York, NY, USA

Core Purpose of Role: Overall responsibility supporting the Service Manager to effectively manage the day-to-day IT Service Delivery by the Service Providers and vendor partners and continuously improve the quality of the services delivered. This role is responsible the day to day logistics and operations of the various components and Infrastructure Operations Management of the on prem and cloud environment (Server OS (Linux and Wintel), Storage, Virtualization, vBlock, Core Infra Applications like AD/DNS/DHCP, Messaging, Network, Telecom etc). The candidate must be highly motivated and have a proven track record of innovation, vendor oversight and governance, execution, delivery, customer focus, and be highly skilled in IT operations management and bring experience in managing operations around new technologies like DevOps, Cloud, Automation etc;

This may encompass one or more of the following responsibilities:
  • Support the delivery of IT service to agreed Service Levels
  • Managing the delivery of a set of Infrastructure services from internal and external providers to ensure optimal performance in line with agreed service levels
  • Build and maintain effective relationships with peers in the Service Provider organisation
  • Managing the delivery of a set of Infrastructure services from internal and external providers to ensure optimal performance in line with agreed service levels
  • Lead the IaaS (Infrastructure as a Service) vendor operational governance and oversight by leveraging industry best practices to deliver best in quality service for both on prem and cloud hosted Infrastructure.
  • Lead the coordination with the vendor partners and Help Desk to establish best practices and improve performance of incident and request handling (queue management, SLO/A review, trend analysis, escalation management etc).
  • Lead governance meetings with the business sponsors to develop a plan for continuous service improvement.
  • Support day-to-day Service Delivery Management, be responsive and act pro-active regarding any issues arising outside normal service deliver
  • Gather information regarding performance by the Service Providers and escalate any discrepancies to the Service Manage
  • Collate information to support the Service Manager in meetings with the Service Provider
  • Pro-active involvement in continuous improvement opportunities

Process management: Oversight of the operational management and delivery of at least one specified service management process, which may include:
  • Incident Management - detection, escalation, investigation & diagnosis and resolution of incidents
  • Problem Management - review of problem trends , proactively taking actions to identify problems and remove errors, coordination of actions required for Root Cause Analysis problems to analyze for root cause,
  • Change Management - coordinating of change functions and activities
  • Release - Implementation of IT changes, upgrades, releases or installations.
  • Service Level - maintaining the availability and reliability of IT services
  • Capacity - maintenance of adequate IT capacity exists to meet required levels of service
  • Availability - analysis of existing availability issues and problems
  • Knowledge Management - Lifecycle management of SOP, runbooks, KB articles etc
  • CSI through identification of automation opportunities and drive process improvements across Infra ops
  • Patch management - management of end to end patching lifecycle and coordination for Servers
  • Ensuring High Availability of Infra Services with Minimal Service Disruption through proactive Incident and Problem Management.
  • Acting as a subject matter expert on Moody's business processes and systems and interface between all Infrastructure users, Infra and production support and Development teams.
  • Prioritizing Infrastructure incidents, requests and problems as needed, to maximize the output of the IaaS Support team
  • Identifying long term trends, prioritize RCA queues and working with IaaS management to improve overall services for end users and business leveraging best in class metrics.
  • Implement automation to achieve year on year efficiency by faster fulfilment of requests and improved service restoration during incidents

Support effective communication to end users regarding IT Service Delivery
  • Draft messages intended for end users (i.e. VOT, MoodysNet Communication) based on the information at hand and make sure these message can be distributed in a timely fashion
  • Providing up-to-date statuses to all stakeholders including senior management on incidents and requests across all Infrastructures components and layers.
  • Collaborate with other cross functional teams to ensure ongoing and effective communication with the business and build on relationship management with business group
  • Reviewing Root Cause Analysis documents and sharing them with the IaaS engineering teams
  • Increase executive sponsor ship to greater visibility into IT operation through daily/weekly/monthly health dashboards
  • Maintain the list of identified contacts for outages and provide the details to the Service Provider
  • Maintain the ICT intranet site where applicable
  • Support the design of support for new services and the acceptance of new systems/processes into live environment
  • Support the design of support for new services and processes
  • Support the evaluation of new services and processes before they are officially accepted into the live environment

Implement Follow-The-Sun support model for Infrastructure support operations
  • Maintain and manage vendor contracts and other SOW and update as needed with change in systems/technology or business strategy
  • Maintain processes and procedures to support IaaS Engineering, delivery and Project Managers' understanding of what is required before new services are accepted and operationalized into the live environment

Responsibility for own learning, performance and continuous development
  • Set and agree objectives with line manager
  • Establish and develop the role in alignment to MIT objectives
  • Produce a learning and development plan for discussion with line manager
  • Uphold the core values, aims and objectives of Tech Ops
  • Work Collaboratively with teams outside of Service Management, both business and IT, and exert influence to deliver services and processes within a matrix organization

Moodys Information Technology


• BS degree in Information Systems, Computer Science, Computer Engineering or equivalent.

• Graduate degree in Computer Science or related field, or MBA a plus.

• 12+ years of solid, diverse work experience in IT Infrastructure Operations including experience in Server OS (Linux, Wintel), Storage, Backup, Virtualization etc;

• Good experience in managing operations for messaging, AD/DNS/DHCP and other core infra related applications.

• ITIL v3® foundation, intermediate or practitioner level certification preferred

• Vendor oversight experience in the management of onshore, near shore and offshore teams is required

• Experience with Service-Now ITSM tool, BMC Remedy or equivalent preferable

• Track record of engaging stakeholders across multiple business and IT functions and at a range of management levels

• Track record of managing or working alongside IT suppliers on behalf of the business

• Strong MS Excel, MS Project, MS Visio, MS PowerPoint and MS Word skills.

• Experience managing large IT-enabled change projects

• Experience analyzing and designing business processes

• Superior written, oral, communication and presentation skills - ability to prepare high quality reports for MIT stakeholders, including senior management

Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $3.6 billion in 2016, employs approximately 10,700 people worldwide and maintains a presence in 36 countries. Further information is available at www.moodys.com.

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Moody's also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com.. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance. For New York City positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the New York City Fair Chance Act. For all other applicants, qualified applicants with criminal histories will be considered for employment consistent with the requirements of applicable law.

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MIS and MSS Candidates are asked to disclose securities holdings pursuant to Moody's Policy for Securities Trading. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.