IT Service Manager - Vice President - Workplace Operations & Support

These include Operations, Technology, Institutional Securities and Human Capital Mgmt & Corp Services. This person should have a high-level understanding of technical disciplines across multiple infrastructure systems and front office applications. Workplace Operations & Support ### 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 ### 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. 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. 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. 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. 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 ETS also delivers all workplace technologies (desktop, mobile, voice, video, productivity, intranet/internet) in integrated configurations that boost the personal productivity of employees. Workforce Technology & Services 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 ### 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.