AddressMajor Incident Manager
Job Number:
3246852
POSTING DATE: Feb 23, 2024
PRIMARY LOCATION: Europe, Middle East, Africa-United Kingdom-United Kingdom-Glasgow
EDUCATION LEVEL: Bachelor's Degree
JOB: Business Analysis
EMPLOYMENT TYPE: Full Time
JOB LEVEL: Associate
DESCRIPTION
Major Incident Manager
Glasgow
3246852
Morgan Stanley has a critical requirement for a Major Incident, Problem and Change Manager, known internally as an Enterprise Command Centre member (ECC), to work as part of our global Fusion Response team.
Fusion Response consists of three response teams, with the mission to lead rapid and comprehensive response and recovery operations in order to minimize impact from a broad range of business disrupting threats and incidents, from cyber and fraud to technology incidents, weather events, terror attacks, geopolitical unrest & pandemics. Fusion collaborates with partner organizations to understand, prepare for, respond to and learn from these events.
The Enterprise Command Center (ECC, part of the Fusion Response team) is a high-performing globally distributed team that plays a mission critical role in Incident Management, Problem Management, Change Management and Significant Event Readiness. The ECC creates value by providing command, control and communication for significant Firm-wide technology incidents. The ECC drives adoption of best practices through our focus on stability and improving operational transparency across the technology organization.
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.
About Morgan Stanley
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.
What will you be doing?
A typical day would see you partnering with the rest of the team to manage technical remediation calls and the assessment of impact to the business. You will also ensure that all participating teams are focused on impact remediation and providing timely incident communications to relevant stakeholders. The position requires thinking on one's 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 Cross Response deliverables that include other Fusion pillars. 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 5 core values.
QUALIFICATIONS
What we’re looking for:
- ITIL V3 or V4 Foundation Certificate in IT Service Management.
- 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
- 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
Skills that will help you in the role:
- Logical and methodical mindset
- Excellent organizational skills, with the ability to manage multiple tasks simultaneously
- 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
Where will you be working?
This role is based at our Glasgow office on Waterloo Street in the city centre. This position offers hybrid working (3 days per week onsite). This role also requires support for occasional scheduled evening and weekend on call coverage (Approximately 1 in 7).
The global Fusion Response team is a 24/7 operation with members in key geographic locations; this requires the role to cover shifts during weekday core hours, as well as support occasional weekend / bank holiday on call coverage. With centers in New York, London, Glasgow, Budapest, Hong Kong, Tokyo, and Singapore, Fusion's 24/7 proactive follow-the-sun model is the cornerstone of the Firm's operational resilience capability.
Equal opportunities statement:
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize 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.
