Major Incident Manager - Associate

Morgan Stanley; City of Westminster; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading global financial services firm is seeking an Incident Manager to oversee high-impact incidents and ensure quick service restoration. The ideal candidate will effectively communicate across teams, remain calm in high-pressure situations, and possess strong analytical abilities. This role requires a Bachelor's degree and familiarity with IT infrastructure. The firm emphasizes flexibility in working arrangements and values diversity in its workforce.

Benefits

Flexible working opportunities

Diversity and inclusion programs

Educational and training programs

Qualifications

• Ability to facilitate conversations with large groups of geographically dispersed stakeholders.
• Enthusiasm to learn new technologies and influence IT operations.
• Understanding of ITIL IT Service Management.

Responsibilities

• Manage major business impacting incidents and coordinate real-time service restoration.
• Undertake post-incident reviews and drive change for operational stability.

Skills

Communication

Calm in high-stress situations

Analytical ability

Organizational skills

Troubleshooting

Ability to translate technical incidents into business terms

Relationship building

Technical adaptability

Education

Bachelor's degree or higher

Tools

Linux

Networking

Servers

Databases

Cyber security knowledge

Job description

Super Department Profile - Fusion Response leads rapid and comprehensive Response and Recovery operations in order to minimize impact from a broad range of potentially business disrupting, to significantly impacting, threats and incidents, from cyber and fraud to technology incidents, weather events, terror attacks, geopolitical unrest & pandemics, collaborating with partner organizations to Understand, Prepare, and Learn from these events. Fusion's 24/7 proactive follow-the-sun model is the cornerstone of the Firm's operational resilience capability with locations in New York, Alpharetta, London, Glasgow, Hong Kong, Tokyo, and Singapore. 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, seated in the state-of-the-art Fusion Center. The ECC creates value by providing command, control and communication for significant Firm-wide technology incidents, in addition to providing hybrid capability for cyber security incidents and supporting the invocation of business continuity plans. The ECC drives adoption of best practices through our focus on stability and improving operational transparency across the organization. Role Profile - 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 proactive, 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. The Firm believes in a culture of learning and collaboration, and therefore maintains a majority of the week onsite (3 days in office). A typical day would be to provide team coverage from 07:30 to 16:30 OR 08:30 to 17:30 on a nine hour shift basis, and periodic on call coverage during bank holidays and weekends on a rotational basis, typically once every 10 weeks, depending on team staffing. On call is usually Saturday and Sunday and is 12 hour coverage both days. 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 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 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 other ways to exemplify the Firm's five core values.

Certified Persons Regulatory Requirements

If this role is deemed a Certified role and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

Flexible work statement

Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.

Team Culture

Morgan Stanley values diversity and inclusion. The firm remains committed to fostering a respectful and inclusive environment for all.

• Communicate exceptionally in complex situations, in both verbal and written form, to all levels of the organization.
• Ability to facilitate conversations with large groups of geographically dispersed stakeholders.
• Ability to thrive and maintain calm in a variety of high-stress 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 capability to manage multiple tasks simultaneously.
• Proven troubleshooting skills including a strong sense of commitment and drive towards incident resolution.
• Ability to develop close relationships with executives, departments, and leadership teams.
• Understanding of the technology used in a large infrastructure environment would be advantageous (i.e. Linux, Networking, Servers, Databases, Web Infrastructure, Storage, Cyber).
• Understanding of data center infrastructure (i.e. Power, Cooling, Racking) would be advantageous.
• Understanding of ITIL IT Service Management.
• Bachelor's degree or higher.

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.