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Production Assurance Analyst – Incident Manager

Morgan Stanley

This is a Full-time position in Alpharetta, GA posted June 21, 2021.

As a global financial services firm, Morgan Stanley is committed to technological innovation. We rely on our technologists around the world to create leading-edge, secure platforms for all our businesses.Enterprise Technology & Services (ETS) delivers shared technology services for Morgan Stanley supporting all business applications and end users. ETS provides capabilities for all stages of Morgan Stanley’s software development lifecycle, enabling productive coding, functional and integration testing, application releases, and ongoing monitoring and support for over 3,000 production applications. ETS also delivers all workplace technologies (desktop, mobile, voice, video, productivity, intranet/internet) in integrated configurations that boost the personal productivity of employees. Application and end user functions are delivered on a scalable, secure, and reliable infrastructure composed of seamlessly integrated datacenter, network, compute, cloud, storage, and database functions.The responsibility of this role at a high level is to provide operational oversight to the SETI (Specialized Electronic Trading Infrastructure) aligned technology teams in order to ensure stability and efficiency across the global electronic trading environments. All aligned technologies and teams are in scope, including networks, systems (Linux), middleware, and information security. The primary focus of the role will be on the Americas region, whilst working in collaboration on global initiatives with SETI PA colleagues in EMEA and APAC.In order to provide proper oversight and accountability, the person in the role must perform the following base functions both regionally and globally:1. Collaborate with in-scope technology teams in order to understand their roles and contributions to the stability of the plant.2. Partner with SETI’s internal business and support customers to understand their individual requirements for each of the technology systems used to deliver services and drive increased revenue.3. Manage communications around operational incidents and outages with SETI senior management as well as directly with impacted business unit customers.4. Understand all aspects of operational service delivery from each technology team as it relates to the business customers and provide expert-level risk management on the deliverables.5. Host and Chair the global/regional weekly Operations meetings. These forums are recognized as the key gatherings of senior technology and business leaders in each region where all operational aspects of service delivery are discussed and reviewed. This role must be seen as a leader in this forum and must be able to speak as a subject-matter expert on all discussed topics.6. Perform technical analysis on operational issues as they arise, providing any assistance to the in-scope teams necessary to accelerate resolution to production incidents7. Analyze operational processes and procedures for deficiencies, recommending improvements and actively advocate for their implementation.8. Develop and deliver advanced instrumentation and monitoring solutions to provide business and operational stability relevant metrics.9. Participate in all service delivery projects as a team member focused on ensuring plant stability and efficiencies are emphasized and includedThis role specifically will be required to interface with senior level personnel in customer groups, routinely interacting with Managing Directors and Executive Directors. Frequent interaction is essential, and the role is expected to be viewed as a leader for SETI-PA in the local region.#LI-AJ1EssentialAn understanding and experience of the technology used in low latency electronic trading is required (i.e. one or more of: Unix / Linux, Networking, IT Security / Firewalls, Load Balancers, Databases, Storage, Market Data, Messaging, Exchange / Client connectivity, or Sales and Trading Application Support).Experience within a global organization.High level understanding of financial markets.The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization.Practical experience of Change Management & Problem Management.Ability to facilitate conversations with large groups of remote people.Strong organizational / project management skills the ability to effectively manage multiple tasks simultaneously.Proven troubleshooting skills within a support environment.Client focus and ownership – display initiative and a proactive approach to work.Ability to translate technical incidents into business terms.Ability to maintain calm during stressful situations.Aptitude for, and interest in, learning new technologies.Previous experience with configuration management.Experience in production metrics & reporting.Previous experience with ServiceNow or similar ITSM toolsetAdvanced presentation skills & experience with MS PowerPoint.AdvantageousExperience with Corvil or other network instrumentation tools.Experience with Splunk, Tableau, or Qlikview.An understanding and experience of data center infrastructure: power / cooling / cabling / racking.ITIL V3 Service Management Foundation certification.#LI-AJ1


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