Associate

Position Description:

The India Workforce Services team is looking for a Service Manager to cover the Sales & Trading Business Units in India. These include Institutional Equities Division Fixed income and Fund Services.

The primary responsibility is maintaining stability service and ensuring the availability of technology systems for the user environment. The candidate should have experience leading a team which supports a trading floor or similar environment.

This person will need to provide leadership frontline support manage projects procurement and training & communication pertaining to the users technology environment. They will manage (hire/train/mentor) a team of WS Operations full-time employees and consultants. Given the breadth of support which spans multiple BUs this individual must have very strong communication skills in dealing with Senior Management and direct Business clients.

This person should have a high-level understanding of technical disciplines across multiple infrastructure systems and front office applications. They are also responsible for providing frontline desktop support for the Equities Fixed Income and additional support for NSE BSE RBI in India. This position requires strong troubleshooting skills excellent communication skills management and organizational skills and aptitude for fast learning and the ability to work well in a team environment.

The Service Manager will function as an interface for other ETS teams to the clients managing and communicating outages scheduling downtimes projects upgrades and other operational events. They will be required to maintain a communication channel and working relationship with key Business stakeholders and operating officers to understand and provide for their present and upcoming requirements and needs.

They also will need to work with other Service Managers both regionally and globally and represent the interest of the regional India clients for firm-wide projects stability reporting and other initiatives. The Service Manager will also provide input in outage reporting and stability calls gathering information directly from clients and ensuring accurate reporting from the business to our technology partners.

As part of this team the Service Manager will have standard working hours in operations however there is the need to be flexible due to some on-call incident management weekend work checkouts and adverse environmental factors.

A critical part of the Service Manager role will be adherence to the firms Risk Management and Asset Alignment policies to ensure all efforts are captured following procedures and ensuring the audit trails are fully maintained.

Duties & Responsibilities include:

• To maintain stable desktop environment for the Sales & Trading business units
• Proper and timely response for problems received directly from users
• Occasionally provide 1st level troubleshooting support on both software & hardware OS applications and remote devices
• Escalate issues to 2nd and 3rd level support if necessary
• Understand the business operations & users practices
• Perform impact analysis for special events (Business and IT Events)
• Perform root cause analysis and suggestion to the vendor/other IT teams to reduce recurring issues
• Act as a liaison between the business units and the Technology teams supporting them
• To work closely with global counterparts/project teams on desktop related projects
• Perform testing user piloting and deployment on both software & hardware
• Update support documentation
• Provide coaching to the team members
• Coordinate new hire and transfer process - equipment purchase data transfer and setup business specific applications
• Perform basic system administration tasks
• Keep up to date on the current technology
• Work on shift duties

Skills Required:

• 5 years of overall enterprise level IT experience
• Strong people management and interpersonal skills
• Strong leadership and project management skills
• Client focus and relationship management
• Strong analytical problem-solving skills
• Excellent verbal and written communication skills; ability to frame technical information in an appropriate fashion based on target audience
• Good team player and good multi-tasking skills
• Excellent follow-up skills: must take initiative and stay with problem from beginning to end
• Able to operate effectively in stressful situations e.g. during a system outage effecting critical systems and high-level users. Ability to deal with users effectively and calmly in crisis situations
• Proven ability to work independently with little supervision as well as in a team environment
• Previous experience in Production Support Change Management role
• Comprehensive knowledge of Windows operating system applications and computer hardware
• Solid experience in supporting Market Data products e.g. Bloomberg Eikon
• Good knowledge on BSE NSE RBI and India Exchange connectivity
• Good knowledge of the Investment Banking industry
• Understanding of Risk Management
• Business continuity management to ensure support is provided during adverse weather and for situations such as Covid 19

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first doing the right thing leading with exceptional ideas committing to diversity and inclusion and giving back - arent just beliefs they guide the decisions we make every day to do whats best for our clients communities and more than 80000 employees in 1200 offices across 42 countries. At Morgan Stanley youll find an opportunity to work alongside the best and the brightest in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey offering some of the most attractive and comprehensive employee benefits and perks in the industry. Theres also ample opportunity to move about the business for those who show passion and grit in their work.

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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.