Service Management Program Manager

Job Description

Technology/Role/Department at Morgan StanleyThe Technology division partners with our business units and leading technology companies to redefine how we do business in ever more global and dynamic financial markets.Our sizeable investment in technology results in leading-edge tools, software, and systems. Our insights, applications, and infrastructure give a competitive edge to clients businesses and to our own.Our India technology teams are based in Mumbai and Bengaluru. We have built strong techno-functional teams which partner with our offices globally taking global ownership of systems and products. We have a vibrant and diverse mix of technologists working on different technologies and functional domains. There is a large focus on innovation, inclusion, giving back to the community and sharing knowledge.Enterprise Technology & Services (ETS) delivers shared technology services for the Firm supporting all business applications and end users. ETS provides capabilities for all stages of the Firm 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 our employees. Application and end user services are delivered on a scalable, secure, and reliable infrastructure composed of seamlessly integrated datacenter, network, compute, cloud, storage, and database services.Enterprise Security Platforms (ESP) (which is part of Core Infrastructure within ETS) is responsible for the engineering and operations of Morgan Stanley s security infrastructure globally. ESP enables the Firm to manage risks by implementing proactive, comprehensive and consistent risk management practices which protect the franchise while facilitating business functions. The Service Management team is responsible for the functions of PA Supervision, Problem and Incident Management, Change Management, Event Management, Hygiene and Content Management and Vendor Management for ESP. The Hygiene Management associate will work with the Hygiene and Content Management team, ESP Service Management, ESP Fleet Leads, ESP Product Owners, ESP Delivery Leads and ESP Squad members to support the management End of Life remediation and operational chapter reporting across the department.Job Responsibilities.Oversight of Hygiene Management Processes and automations.o Collaborating with SMEs across ESP to coordinate and manage the remediation of Firm wide hygiene violations through defined Jira process.o Liaising between the Department, Risk Officers and the Firm wide Hygiene Program to address risks/issues and communicate progress.o Maintaining a centralized Hygiene Dashboard, allowing for transparency and proactive management of all hygiene related efforts including Firm wide violations, capacity mgmt and project-related hygiene workImplementing efficiency gains across Service Management through automation, focused specifically on improving the Hygiene Management process, end-to-end operational onboarding, and Jira/ServiceNow integration.Developing, tracking, analyzing and reporting on Operational KPIs.Providing Project management support for Operations-chapter focused work efforts by assisting with development of project plans, ensuring updates are provided by contributors, and tracking risks/issues., *Required SkillsProfessional 3+ years experience (preferably in the finance industry) in a large-scale and diverse IT environment that includes experience in IT Service Management processesExperience managing tasks in Jira.Strong and proven analytical and problem solving skills.Excellent communication (verbal & written) and interpersonal skills.Excellent MS Office skills (Word, PowerPoint, Visio, Excel) .Candidates must have a good attention to detail and good organizational skills.Must have the ability to work independently and be self-motivated as well as being a team player.Experience with Splunk and Qlikview reporting.Desired SkillsKnowledge of ITIL and project management tools, techniques and best practices.Experience in a financial services industry.Experience with Programming (e.g. Python, SQL).Experience with Agile frameworks and implementation.Experience working in ServiceNow.Experience with content management tools including Twiki, SharePoint and Jive.

Keyskills :
datacenter officeskills projectplans businessunits riskmanagement problemsolving eventmanagement vendormanagement changemanagement contentmanagement servicemanagement rojectmanagementfinancialservices