Major Incident Manager Associate

Major Incident Manager - Associate

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.
Fusions 24/7 proactive follow-the-sun model is the cornerstone of the Firms 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 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.

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 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 other ways to exemplify the Firms five core values.

Skills Required

• 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.

• Bachelors degree or higher.

Team Culture
Fusion Response operates with a bias for action to mitigate business disruption maintaining situational awareness of risks 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 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 SMEs 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 & actions learning from past mistakes being coachable and empowered.
An intent-based leadership approach also helps drive three primary intrinsic motivators for a fulfilled team which a successful candidate should strive for themselves:
1. Autonomy is the need to be your own director controlling what you do how you do it and who you do it with allowing maximum flexibility to think creatively without needing to conform to professional boundaries. Fusion Response accomplishes this through the use of Directly Responsible Individuals
2. Mastery is a persons desire to own their domain its having an appetite for knowledge seeking to learn more and improve skills with practice. Fusion Response accomplishes this through the use of stretch goals and leading special projects.
3. Purpose gives people the sense that they are working on something bigger than themselves by connecting personal contributions to the large-scale success for Fusion Response during team meetings and Town Halls.

Of the utmost importance for Fusion Response and a primary enabler for our success is promoting a psychologically safe environment. High performing teams must operate in an environment where all members of the team feel safe to share new ideas while being held accountable for a high standard of excellence. We promote psychological safety across four domains and expect this from a successful candidate as well:
1. Inclusion: We practice inquiry and actively listen so team members feel included and ultimately more inclined to speak up
2. Shifting attitudes towards risk & failure: When teams hold mistakes against each other people are less willing to take risks and innovate so we maintain patience while the team learns & grows while still maintaining high standards.
3. Willingness to help: When people dont feel appreciated they are less willing to help and support the overall team.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley we raise manage and allocate capital for our clients helping them reach their goals. We do it in a way thats differentiated and weve done that for 90 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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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.

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.