Department: Tech Ops & QualityEngineering
Job Location: Bangalore
Morgan Stanley is aleading global financial services firm providing a wide range of investmentbanking, securities, investment management and wealth management services. Weadvise, originate, trade, manage and distribute capital for governments,institutions and individuals. As a market leader, the talent and passion of ourpeople is critical to our success. Together, we share a common set of valuesrooted in integrity, excellence and strong team ethic. We provide you asuperior foundation for building a professional career where you can learn,achieve and grow.
Technology/Role/Department at Morgan Stanley
Technology works as astrategic partner with Morgan Stanley business units and the world's leadingtechnology companies to redefine how we do business in ever more global,complex, and dynamic financial markets. Morgan Stanley's sizeable investment intechnology results in quantitative trading systems, cutting-edge modelling andsimulation software, comprehensive risk and security systems, and robustclient-relationship capabilities, plus the worldwide infrastructure that formsthe backbone of these systems and tools. Our insights, our applications andinfrastructure give a competitive edge to clients' businesses and to our own.The department is comprised of 10organizations: Sales, Banking & Corporate-Client Technology, InvestmentProducts & Markets Technology, Client Reporting, Core Processing, Privateand International Wealth Management Technology, Technology Integration Office,Enterprise Infrastructure & Production Management, Capital MarketsApplication & Data Services, Deployment Planning & Release Management,and the Chief Operating Office.
The Incident Management role is within the Core Technology Services (CTS)practice area group in Wealth Management Technology.
·Own and drive Incident Management bridge calls and chat withproduction management, application development, infrastructure teams and seniorleadership with the purpose of remediating customer impacting incidentsquickly.
·Establish strong command & Control of an Incident,establishing clear accountability and evaluation of complex application andbatch issues.
·Competent and reliable adherence to critical process and procedureand appropriate escalations in support of production incidents.
·Applying technical and environmental knowledge and experience todevelop and drive appropriate work streams, forming paths to resolution.
·Distribution of clear and concise communications, summarizingincidents and the business /customer experience to a wide group of technicaland non-technical audiences.
·Provide detailed notes and Significant Incident Reports (SIRs) tohighly visible production issues (S1 to S3) on a timely basis to the productionsupport staff and executive management.
·Ensure incident data is accurately captured and documented in theService Now.
·Preparing appropriate document and follow ups to hand off to theroot cause analysis phase in the Problem Management process.
·Ensure proper monitoring, management reporting and governancesupporting the delivery efforts.
·Knowledge/experience on the monitoring tools like Splunk, AppDynamics and Dynatrace etc.
The R ight Candidate:
The right candidatewill have a keen focus on Incident Management process in a dynamic environment.This candidate will have an understanding of the managed all customer impactingapplication and batch issues, and ability to manage and collaborate with globalteams.
·At least 5- 8 years of relevant experience within a technologyenvironment is required.
·Certification or strong knowledge of ITIL concepts is advantageous
·In-depth knowledge and understanding of Incident Management practicesand skills.
·Extensive customer service and client interactions skills.
·Experience conducting root cause analysis, documenting findings,and designing plans to rectify production issues.
·Process critical thinking and troubleshooting skills.
·Ability to think and act independently to resolve productionissues.
·Must be able to multitask in a fast paced environment utilizingmultiple tools.
·Demonstrates excellent verbal and written communication skillsnecessary to work effectively with a verity of individuals and organizations.
·Strong problem solving skills.
·Advanced PC skills including Microsoft Excel, Word Access, andPowerPoint.
·Strong knowledge of infrastructure and ability to establish/maintain effective work relationships with co-workers, clients, members,providers and customers
·Strong interpersonal skills
·Ability to develop strong relationship with the Application andInfrastructure teams.
·Basic knowledge on IT infrastructure including networks,mainframe, database, UNIX and application architecture.
·Financial institution/domain experience.
·Able to work in 24*7 support in different shifts pattern onrotational basis, as determined by hiring manger (work schedule will include aweekend).
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