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Incident Management

Morgan Stanley Alpharetta, United States
Posted 26 days ago Permanent Competitive
Division 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.
Fusion's 24/7 proactive follow-the-sun model is the cornerstone of the Firm's operational response and 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, and Major Events Planning. The ECC creates value by providing command and control and communication for significant Firm-wide technology incidents, in addition to providing add-on 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 Firm believes in a culture of learning and collaboration, and therefore maintains a majority of the week in the office.
The role is an opportunity to manage major and severe business impacting incidents, primarily involving large scale infrastructure issues, by leading calls with up to 100+ people, 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.
A typical day would be to provide team coverage from 08:00 to 19:00 ET on a nine-hour shift basis, and periodic on call coverage during bank holidays and weekends on a rotational basis, typically once every 10-12 weeks, depending on team staffing. You would collaborate 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 one's 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 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 Firm's five core values.
Skills Required
>Communicate exceptionally in high stress situations, in verbal and written form, to all levels of the organization.
>Ability to drive your own learning, proactively identify gaps in understanding, and be open minded to feedback.
>Crisis management skills:
o Ability to lead conference calls with large groups of geographically dispersed stakeholders
o Ability to thrive and maintain calm in a variety of high-stress situations
o Ability to translate technical incidents into business terms
o Enthusiasm to learn new technologies, make new contacts and influence the way IT operates
>Understanding ITIL IT Service Management
>Excellent organizational skills, with the capability to manage multiple tasks simultaneously
>Understanding technology used in a large Enterprise environment is advantageous (i.e. Cloud, Networking, Servers, Linux, Databases, Web Infrastructure, Storage, Cyber)
>Understanding data center infrastructure (i.e. Power, Cooling, Racking) is advantageous
>Proven troubleshooting skills including a strong sense of commitment and drive towards incident resolution
>Ability to develop close relationships with executives, departments, and leadership
>Bachelor's degree or higher
Team Culture
Fusion Response operates with a propensity for action to mitigate business disruption, maintaining situational awareness of risks, and 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 with guidance to key clients during the incident lifecycle.
We operate with an intent-based leadership philosophy. By providing intent and context behind actions as opposed to direction and instructions, leaders can cascade decision-making power to the subject matter experts and other members of the team.
To implement this philosophy, a successful candidate is expected to prioritize fostering a learning culture, understanding roles and responsibilities, and context behind our mission and actions.
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. It means controlling what you do, how you do it, and who you do it with. This allows maximum flexibility to think creatively without needing to conform to professional boundaries. We accomplish this through the use of Directly Responsible Individuals
2.Mastery is a person's desire to own their domain. It's having an appetite for knowledge, seeking to learn more and improve skills with practice. We accomplish this through stretch goals and leading special projects.
3.Purpose gives people the sense that they are working on something bigger than themselves. We accomplish this by connecting personal contributions to the large-scale success during team meetings and Town Halls.
Of the utmost importance and a primary enabler for our success, is by promoting 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 expect the following from a successful candidate:
1.Inclusion: We practice inquiry and actively listen, so that team members feel included and ultimately more inclined to speak up.
2.Shifting attitudes towards risk and 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 and grows, while still maintaining high standards.
3.Willingness to help: When people don't feel appreciated, they are less willing to help and support the rest of the team, so we collaborate across the global team on various initiatives and encourage team members to collaborate and ask for help.
4.Open dialogue: Candid conversations are better in solving greater challenges. Collective intelligence triumphs over that of the few.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

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, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).
Job ID  3250268
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