As a Major Incident manager, you will be accountable and responsible for managing IT Service Management processes in accordance with MSCI’s Service Management model. The Major Incident manager will be responsible for the end-to-end management of all IT major incidents.

Their role and responsibilities are extremely varied and includes

· Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls

· Being accountable for resolving the outage via workaround or permanent fix

· Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

· Leveraging technology to issue all communications and providing key stakeholder management

· Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution

· Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews.

· Ensure that performance reports are regularly presented to the IT Leadership Team and IT Service and Process Owners.

· Provide analysis and trends relating to service level compliance and operational effectiveness.

· Continually monitor the processes, using Key Performance Indicators and reports

· A candidate having HandsOn experience of 5 to 6 years in Incident management process. ITIL Foundation certified. The Candidate should be able to deliver following effectively.

· Supporting and nurturing process improvements and knowledge base improvements

· Continually maintaining and driving tool development efforts and resources to manage major incidents effectively

· Responsible for high level of success ratio for critical IT Security patching and IT maintenance activities

· Promotes the correct use and ensures governance of Incident and Problem management processes.

· Provide training to functional teams to ensure that process guidelines are understood and followed

· Ensure that the process, procedure, training and work instruction documentation is up to date

· Collaborate with various business and technology groups to ensure consistency of delivery, adherence to Best Practice, and continuous improvement in services

· Knowledge of Problem and change management process required.

 

What we offer you

• Transparent compensation schemes and comprehensive employee benefits, tailored to your location, ensuring your financial security, health, and overall wellbeing.

• Flexible working arrangements, advanced technology, and collaborative workspaces.

• A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.

• A global network of talented colleagues, who inspire, support, and share their expertise to innovate and deliver for our clients.

• Global Orientation program to kickstart your journey, followed by access to our Learning@MSCI platform, LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.

• Multi-directional career paths that offer professional growth and development through new challenges, internal mobility and expanded roles.

• We actively nurture an environment that builds a sense of inclusion belonging and connection, including eight Employee Resource Groups. All Abilities, Asian Support Network, Black Leadership Network, Climate Action Network, Hola! MSCI, Pride & Allies, Women in Tech, and Women’s Leadership Forum.

At MSCI we are passionate about what we do, and we are inspired by our purpose – to power better investment decisions. You’ll be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.

MSCI is a leading provider of critical decision support tools and services for the global investment community. With over 50 years of expertise in research, data, and technology, we power better investment decisions by enabling clients to understand and analyze key drivers of risk and return and confidently build more effective portfolios. We create industry-leading research-enhanced solutions that clients use to gain insight into and improve transparency across the investment process.

MSCI Inc. is an equal opportunity employer committed to diversifying its workforce. 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, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected parental leave), veteran status, or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the application process, please email Disability.Assistance@msci.com and indicate the specifics of the assistance needed. Please note, this e-mail is intended only for individuals who are requesting a reasonable workplace accommodation; it is not intended for other inquiries.

 

To all recruitment agencies

MSCI does not accept unsolicited CVs/Resumes. Please do not forward CVs/Resumes to any MSCI employee, location, or website. MSCI is not responsible for any fees related to unsolicited CVs/Resumes.

 

Note on recruitment scams

We are aware of recruitment scams where fraudsters impersonating MSCI personnel may try and elicit personal information from job seekers. Read our full note on careers.msci.com