IT Service Manager

Morgan Stanley

IT Service Manager - Vice President - Workplace Operations & Support

Profile Description

We’re seeking someone to join our team as (Vice President). The Bengaluru Workplace Support Services team is looking for a Service Manager to cover all Business Units in Bengaluru. These include Operations, Technology, Institutional Securities and Human Capital Mgmt & Corp 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 senior stakeholders and end user issues or a similar environment.
 

This is Vice President position that drives innovation, develops technology roadmaps, and provides vision and strategic direction to align technology initiatives with long-term business objectives, fostering a culture of excellence, growth transformation across the organization.

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 WSS Operations full-time employees and consultants. Given the breadth of support which spans multiple BU's 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 above-mentioned business units in Bengaluru.

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.

Enterprise_Technology

Enterprise Technology & Services (ETS) delivers shared technology services for Morgan Stanley supporting all business applications and end users. ETS provides capabilities for all stages of Morgan Stanley’s software development lifecycle, enabling productive coding, functional and integration testing, application releases, and ongoing monitoring and support for over 3,000 production applications. ETS also delivers all workplace technologies (desktop, mobile, voice, video, productivity, intranet/internet) in integrated configurations that boost the personal productivity of employees. Application and end user functions are delivered on a scalable, secure, and reliable infrastructure composed of seamlessly integrated datacenter, network, compute, cloud, storage, and database functions.

Workforce Technology & Services

Workforce Technology & Services Provides the Firm’s workforce with the technology, services and capabilities required to meet the needs of colleagues, partners and clients

Workplace Operations & Support

This is Vice President position that delivers efficient technical support and ensures smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.

Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.

At Morgan Stanley India, we support the Firm’s global businesses, with critical presence across Institutional Securities, Wealth Management, and Investment management, as well as in the Firm’s infrastructure functions of Technology, Operations, Finance, Risk Management, Legal and Corporate & Enterprise Services. Morgan Stanley has been rooted in India since 1993, with campuses in both Mumbai and Bengaluru. We empower our multi-faceted and talented teams to advance their careers and make a global impact on the business. For those who show passion and grit in their work, there’s ample opportunity to move across the businesses for those who show passion and grit in their work.

Interested in joining a team that’s eager to create, innovate and make an impact on the world? Read on…

What you’ll do in the role:

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 SMs, both regionally and globally, and represent the interest of the regional Bengaluru clients for firm-wide projects, stability reporting, and other initiatives. The SM 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 firm's Risk Management and Asset Alignment policies to ensure all efforts are captured, following procedures, and ensuring the audit trails are fully maintained.  

• To maintain stable desktop environment across business units at Bengaluru

• 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 and Own issues by coordinating to 2nd & 3rd level support, also with vendors 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, Support function transfer and setup business specific applications wherever applicable
  Perform basic system administration tasks

• Keep up to date on the current technology

• Work on shift duties

• Be the main escalation contact for the team locally and stakeholders regionally

• Managing critical incidents and ensuring all key stakeholders are kept up to date
  Build extensive business and application knowledge required for supporting client facing applications Interface with clients and other technology teams to provide governance and control around the production environment Process Improvements

• Identify processes which need improvement due to duplicate effect, consumption of more time, inaccuracy, lack of organized protocol, large risk etc.

• Indicate gaps where improvement is possible and provide recommendations. Work with the required teams to execute on the recommendations.

What you’ll bring to the role:

• 10+ years of overall enterprise level IT experience

• At least 6 years' relevant experience would generally be expected to find the skills required for this role

• Strong incident management skills with proper understanding of ITIL principles

• Strong people management and interpersonal skills

• Strong leadership and project management skills

• Client focus and relationship management

• Proven ability to work independently with little supervision as well as in a team environment

• Previous experience in Production Support, Incident 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 of the Investment Banking industry

• Understanding of Risk Management

• Proven track record of delivering successfully on time and within scope and experience working in an Agile development environment.

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 - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll 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. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

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.