Managed Services Operations Associate

Managed Service Operations (MSO) is a global operations team that provides endtoend production support for MSCIs managed service clients. The team is responsible for the daytoday monitoring of client workflows troubleshooting & escalating incidents coordinating with internal stakeholders and ensuring that production deliverables are completed accurately and on time.

MSO serves as a key link between Client Delivery Product Technology and other operations teams helping to maintain production stability and deliver a highquality client experience. Global MSO hubs are currently located in Monterrey Manila and Mumbai operating in a followthesun model to support clients across regions and time zones.

We are looking for an Associatelevel Managed Service Operations to join the MSO team in Mumbai. This is an excellent opportunity for someone who enjoys Operations problem solving and crossteam collaboration and who wants to build expertise in Managed Service workflows and production environments.

• Monitor daily client jobs and workflows using MSO tools and dashboards ensuring completion in line with agreed SLAs and internal standards.
• Investigate job alerts (e.g. failures delays performance issues) coordinate job management procedures where appropriate and escalate risks in a timely manner.
• Act as a first line responder for operational incidents impacting client deliverables performing initial triage and engaging relevant technology product and client teams.
• Manage operational cases raised via internal ticketing tools (e.g. Salesforce JIRA ServiceNow or similar) ensuring accurate documentation regular updates and timely closure.
• Prepare and share clear communications related to incidents delays or reruns following MSO procedures and using approved templates.
• Support the transition of new client workflows into MSO including reviewing documentation confirming monitoring and controls and participating in handover calls with Client Delivery and Product teams.
• Assist with UAT and production release activities from an operations perspective validating that MSO is ready to support new or changed workflows.
• Create client facing RCA from inputs provided from Technical teams for recurring or high impact issues.
• Maintain and update operational documentation standard operating procedures and knowledge articles to support consistency across global MSO locations.
• Support creation of recurring and ad-hoc operational reports (e.g. workflow status reviews incident related client lists key metrics) and contribute to continuous improvement initiatives.
• Collaborate closely with colleagues in Monterrey Manila and Mumbai to support a global follow the sun operating model and ensure smooth handovers across shifts.
• Perform any other operational or project related tasks as assigned by the line manager.

• Bachelors degree in computer science Engineering and other related courses.
• 03 years of experience in operations production support application support client operations or a similar role; internship or co op experience in these areas is an advantage
• Ability to work with monitoring dashboards and ticketing tools (Salesforce JIRA ServiceNow or similar); familiarity with job scheduling / workflow tools is a plus.
• Good communication skills with experience in both internal & external client communications
• Strong analytical and problem-solving decision-making skills
• Willingness to work on holidays and in a shift based model aligned to global coverage requirements including early/late shifts and rotational coverage as per team policy.
• Experience with Python Autosys Airflow and version control(Git)
• Understanding of AI-driven analytics to generate actionable operational insights.
• Power BI knowledge in dashboards KPIs and reporting.
• Ability to translate data into clear decision-ready insights.

What we offer you

• Transparent compensation schemes and comprehensive employee benefits tailored to your location ensuring your financial security health and overall wellbeing.

• Flexible working arrangements advanced technology and collaborative workspaces.

• A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.

• A global network of talented colleagues who inspire support and share their expertise to innovate and deliver for our clients.

• Global Orientation program to kickstart your journey followed by access to our platform AI Learning Center LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.

• Multi-directional career paths that offer professional growth and development through new challenges internal mobility and expanded roles.

• We actively nurture an environment that builds a sense of inclusion belonging and connection including eight Employee Resource Groups. All Abilities Asian Support Network Black Leadership Network Climate Action Network Hola! MSCI Pride & Allies Women in Tech and Womens Leadership Forum.

At MSCI we are passionate about what we do and we are inspired by our vision to power better decisions. Youll be part of an industry-leading network of creative curious and entrepreneurial pioneers. This is a space where you can challenge yourself set new standards and perform beyond expectations for yourself our clients and our industry.

MSCI strengthens global markets by connecting participants across the financial ecosystem with a common language. Our research-based data analytics and indexes supported by advanced technology set standards for global investors and help our clients understand risks and opportunities so they can make better decisions and unlock innovation. We serve asset managers and owners private-market sponsors and investors hedge funds wealth managers banks insurers and corporates.

MSCI Inc. is an equal opportunity employer. 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 gender gender identity sexual orientation national origin citizenship disability marital and civil partnership/union status pregnancy (including unlawful discrimination on the basis of a legally protected parental leave) veteran status or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the application process please email and indicate the specifics of the assistance needed. Please note this e-mail is intended only for individuals who are requesting a reasonable workplace accommodation; it is not intended for other inquiries.

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