European ECC Major Incident Manager - Vice President

Morgan Stanley
05 Aug 2017
15 Aug 2017
Contract Type

Team Profile:
The Enterprise Command Center (ECC) is a global team that plays a mission critical role in Incident Management for Technology and Security related issues, Problem Management and Change Management in a demanding Investment and Retail Bank environment. The regional team in London is recruiting for a Major Incident Manager who can coordinate real-time service restoration and drive the resolution of business outages as well as be involved with the delivery of the other ITSM services that the ECC is responsible for. You must be able to accurately communicate the business and technology impact to IT Management, in written and oral formats, while maintaining a strong service delivery. This position requires thinking on ones feet in a pressurized environment, adaptability, organizational awareness, sound judgment, and a strong analytical ability. Prior experience within in a large enterprise is preferred.

Primary Responsibilities:
  • Management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues.
  • Undertake post incident reviews, with the focus on identifying process or operational improvements
  • Providing team coverage throughout the business day on a 9 hour shift basis (times vary per region).
  • Participation in the team's weekend on call rota when sufficient team experience has been gained. Note coverage is follow-the-sun which substantially minimizes the on call impact.
  • Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management.
  • Work with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the ECC).
  • Assist in driving educational, training and communication programs surrounding the ECC.
  • Execution of major event projects managed by the ECC such as data centre and/or major people centre power downs and large-scale enterprise changes or external events.
  • Coordination with the global ECC and Business Continuity Process/Disaster Recovery team on any testing that is part of an ECC-managed event.


Skills required (essential):
  • ITIL V3 Foundation Certificate in IT Service Management.
  • The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
  • Strong organizational skills the ability to effectively manage multiple tasks simultaneously.
  • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
  • An understanding and experience of the technology used in Investment Banking is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support).
  • An understanding and experience of data centre infrastructure: power / cooling / cabling / racking would be advantageous.
  • Crisis management skills:
    • Ability to facilitate conversations with large groups of remote people.
    • Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
    • Ability to maintain calm during stressful situations.
    • Ability to translate technical incidents into business terms.
    • Aptitude for, and interest in, learning new technologies.
    • Client focus and ownership - displays initiative and a proactive approach to work.

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-RJ1