Major Incident 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 75,000 employees, located in 1,200 offices across 41 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.#

Team Culture

Fusion Response operates with a bias for action to mitigate business disruption, maintaining situational awareness of risks, and staying focused on its clients while remaining accountable for its actions and outcomes. The team exhibits strong command and control, while centralizing timely and accurate communications and guidance to key clients during the life cycle of an incident.

Fusion Response operates with an intent-based leadership philosophy. By providing intent and context behind actions as opposed to direction and instructions, leaders are more effectively able to cascade down decision-making power to the subject matter experts and other members of the team. This allows leaders and managers to focus on leading, coaching and driving strategy.

To implement this philosophy, a successful candidate is expected to prioritize fostering a learning culture, understanding roles and responsibilities, understanding context behind our mission and actions, learning from past mistakes, and being coachable and empowered.

Psychological safety is of the upmost importance within Fusion Response, including the practices of Inclusion, shifting attitudes towards risk and failure, having a willingness to help, and maintain open dialog.

Division 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 response and 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 cross-response 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 Firm believes in a culture of learning and collaboration, and therefore maintains a majority of the week in the office.

The role is an opportunity to manage major and severe business impacting incidents, primarily involving large scale infrastructure issues, by leading calls with up to 100+ people, 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 08:00 to 19:00 ET on a nine-hour shift basis, and periodic on call coverage during bank holidays and weekends on a rotational basis, typically once every 10-12 weeks, depending on team staffing. You would collaborate 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 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.#LI-SK1

Skills Required

Communicate exceptionally in high stress situations, in both verbal and written form, to all levels of the organization.

Ability to drive your own learning, proactively identify gaps in understanding, and be open minded to feedback.

Crisis management skills:

o Ability to lead conference calls with large groups of geographically dispersed stakeholders.

o Ability to thrive and maintain calm in a variety of high-stress situations.

o Ability to translate technical incidents into business terms.

o Enthusiasm to learn new technologies, make new contacts and influence the way IT operates.

Understanding of ITIL IT Service Management.

Excellent organizational skills, with the capability to manage multiple tasks simultaneously.

Understanding of the technology used in a large Enterprise infrastructure environment would be advantageous (i.e. Linux, Networking, Servers, Databases, Web Infrastructure, Virtualization, Storage, Cloud, Cyber).

Understanding of data center infrastructure (i.e. Power, Cooling, Racking) would be advantageous.

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

Bachelor's degree or higher.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

Expected base pay rates for the role will be between $110,000 and $160,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.