Major Incident and Service Delivery Manager

  • Competitive
  • New York, NY, USA
  • Permanent, Full time
  • Morgan Stanley USA
  • 17 Dec 18

Major Incident and Service Delivery Manager

Company Profile
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 55,000 employees, located in 1,200 offices across 43 countries, serve clients including corporations, governments and individuals. 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, a strong team ethic and giving back to our communities. Morgan Stanley provides a superior foundation for building a professional career - a place for people to learn, achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Division & Department Profile
The mission of the Global Technology division is to provide a highly reliable and commercial technology platform, which supports the Firm's strategy, delivered by an innovative, world-class team of professionals. The department, Quality Assurance & Production Management (QAPM), provides global Production Management and Quality Assurance services for Institutional Securities and Support Services applications. Consolidated support functions include Plant Management/Engineering, Capacity Management, and Grid Management. Complementing these direct support activities are cross divisional QA services, which include QA Environment Management, QA Tooling and Data Masking. The division supports the evolution of technology platform and tools, manages and maintains our production plant, and ensures the implementation and adherence to proper operational controls to manage risk.


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 Planned Events, seated in the state-of-the-art Fusion Center. 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.

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.
Role Profile
This position is for a Major Incident and Service Delivery Manager, located in 1 New York Plaza, New York City.

The role is an opportunity to manage major and severe business impacting incidents, primarily involving large scale infrastructure issues, by actively managing risk and coordinating real-time service restoration. 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 19:00 ET on a 9 hour shift basis, in addition to a rotational holiday/weekend oncall. You would partner with the rest of the team to manage calls that focus around assessing business impact and / or technical remediation, 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.

Qualifications:

Skills Required

  • Communicate exceptionally in complex situations, in both verbal and written form, to all levels of the organization.
  • Crisis management skills:
    • 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.
  • 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.
  • Bachelor's degree or higher.
  • ITIL V3 Foundation Certificate in IT Service Management.