Lead Technology Incident and Crisis Response, Director P4

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. The ECC creates value by providing command, control and communication for significant Firm-wide technology incidents, in addition to providing cross-response 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 07:30 JST (08:00 During US DST) to 16:30 JST (17:00 During US DST) 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 core values. Description continued: Team Culture Fusion Response operates with a bias 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 and guidance to key clients during the life cycle of an incident. Fusion Response operates with an intent-based leadership philosophy. By providing intent and context behind actions as opposed to direction and instructions, leaders are more effectively able to cascade down decision-making power to the subject matter experts and other members of the team. This allows leaders and managers to focus on leading, coaching and driving strategy. To implement this philosophy, a successful candidate is expected to prioritize fostering a learning culture, understanding roles and responsibilities, understanding context behind our mission and actions, learning from past mistakes, and being coachable and empowered. Psychological safety is of the upmost importance within Fusion Response, including the practices of Inclusion, shifting attitudes towards risk and failure, having a willingness to help, and maintain open dialog. Skills Required Communicate exceptionally in high stress situations, in both 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: Ability to lead conference calls with large groups of geographically dispersed stakeholders. Ability to thrive and maintain calm in a variety of high-stress situations. Ability to translate technical incidents into business terms. Enthusiasm to learn new technologies, make new contacts and influence the way IT operates. Understanding of ITIL IT Service Management. Excellent organizational skills, with the capability to manage multiple tasks simultaneously. Proven troubleshooting skills including a strong sense of commitment and drive towards incident resolution. Understanding of Cyber and Business Continuity incident scenario response would be advantageous. Understanding of the technology used in a large Enterprise infrastructure environment would be advantageous (i.e. Linux, Networking, Servers, Databases, Web Infrastructure, Virtualization, Storage, Cloud, Cyber). Understanding of data center infrastructure (i.e. Power, Cooling, Racking) would be advantageous. Understanding of Financial Markets and Services would be advantageous. Ability to develop close relationships with executives, departments, and leadership teams Bachelor's degree or higher. WHAT YOU CAN EXPECT FROM MORGAN STANLEY: At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years. 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. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. 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 into your browser. Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents. Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences. For more information, please visit: .