As a Major Incident Manager, the candidate will manage IT Service Management processes per MSCI’s Service Management model. They will oversee all IT major incidents, lead investigations, and ensure resolution through workarounds or permanent fixes. The role involves creating and executing action plans, issuing communications, managing stakeholders, and coordinating resources, including third parties, to resolve conflicts and achieve resolution.

• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and driving tool development efforts and resources to manage major incidents effectively.
• Providing periodic major incident metrics reports
• Significant contributions towards implementation, execution and application of Incident and Problem process across the firm
• “The person” assists, coordinates, monitors and support Change management process for IT Infrastructure changes.
• Responsible for high level of success ratio for critical IT Security patching and IT maintenance activities
• Ensuring all technology’s operational & project related aspects receives senior management attention for strategic direction by effective coordination of Perf & Stability call.
• 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.

• Specific Knowledge & Skills:
• Good ITIL framework knowledge having have exposure to processes especially in Incident, Problem, Change and Release management.
• ITIL Foundations V3 and above certification is a must.
• Good knowledge of Microsoft Office O365 products
• Good working knowledge of Technology’s
• Should have exposure working on monitoring & ticketing tools.
• Good written, oral communication & interpersonal skills
• Must be a Go-Getter and should require minimal supervision.
• Good team player, with excellent eye for detail
• Good Stakeholder management skills.
• Should have a high degree of self-motivation, strong analytical and creative problem-solving skills.

Desired Experience:

• 5+ years of overall in Major Incident Management experience working in 24 X 7 IT infrastructure, Application & Operations environment.
• Trained in cloud fundamentals.

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.

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