Senior Major Incident/Crisis Manager - Vice President

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • Morgan Stanley
  • 21 Mar 19

See job description for details


Team Profile

The Enterprise Command Centre (ECC) is a high-performing globally distributed team that plays a mission critical role in Incident Management, Problem Management, Change Management and Major Events Planning. 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 organisation.

Role Profile

This position is for a Major Incident and Service Delivery Manager, located in Canary Wharf, London.

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.

A typical day would be to provide team coverage from 07:30 to 17:30 on a 9 hour shift basis, in addition to a rotational holiday/weekend on call. You would partner with the rest of the team to manage technical remediation calls and the assessment of impact to the business, 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.

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 Firms 4 core values.


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 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
  • Multiple years'€™ experience in actively leading major incident calls with technical Subject Matter Experts
  • 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
  • Standing in for the regional team manager when required and acting as a point of escalation locally within the team
  • Owning projects that would contribute to the team and wider departments€™ continuous improvement enhancing processes and services


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 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.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise 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.*LI-AO1