Job Description

Leadership & Supervision: Lead, mentor, and develop a high-performing Service Operations team consisting of Incident Management and Event Management professionals. Foster a collaborative environment that encourages knowledge sharing and continuous improvement. Incident Management Oversight: Direct the Incident Management team in handling major incidents across the firm. Ensure timely, coordinated responses to critical incidents to minimize service disruption. Oversee post-incident reviews to extract actionable insights and drive preventive measures. Event Management Coordination: Guide the Event Management team in monitoring and analyzing system-generated events. Implement proactive measures to identify and mitigate potential risks before they escalate. Establish clear escalation procedures for critical system events. Process & Policy Development: Develop and refine processes, procedures, and best practices aligned with ITIL and industry standards. Ensure seamless integration between incident and event management activities. Stakeholder Communication: Serve as the primary liaison between the Service Operations teams and key business stakeholders. Communicate incident status, resolution progress, and operational improvements effectively to all relevant parties. Continuous Improvement & Reporting: Drive continuous improvement initiatives based on performance metrics and incident analysis. Maintain comprehensive documentation and reporting mechanisms to track operational efficiency and outcome This role demands a dynamic leader who can ensure that both teams work synergistically towards maintaining high service quality and operational reliability. Your Key Responsibilities Team Leadership: Provide guidance, mentorship, and direction to both the Incident Management and Event Management teams. Foster a collaborative and high-performance culture that drives continuous improvement. Incident Management Oversight: Lead the response to major incidents across the firm, ensuring timely resolution and effective communication. Oversee the execution of incident management processes, including escalation and post-incident reviews. Event Management Oversight: Monitor and analyze system-generated events to identify trends and potential issues. Ensure proactive management of events to mitigate risks before they escalate into incidents. Process Improvement & Best Practices: Develop, implement, and refine operational processes in line with industry best practices and standards (e.g., ITIL). Drive initiatives aimed at streamlining operations and enhancing overall service delivery. Stakeholder Communication: Serve as the primary point of contact for internal stakeholders during critical incidents and routine operations. Ensure clear and timely communication regarding incident status, resolutions, and operational improvements Your skills and experience that will help you excel Educational Background: Bachelor s degree in Computer Science, Information Systems etc. or a related field is required. Professional Certifications: ITIL certification Intermediate and above is mandatory to demonstrate expertise in IT service management best practices. Certifications in cloud technologies such as Microsoft Azure and/or Google Cloud Platform (GCP) are essential for managing modern, cloud-based operations. Certifications or formal training in AI technologies are considered an added advantage, reflecting the growing role of AI in service operations. Additional certifications relevant to IT service management, risk management, or operational excellence will be a plus. Experience: A minimum of 8-10 years of progressive experience in IT service management or operations leadership, with a significant portion in a regional or multi-site management role. Proven track record of managing teams and operations, with experience in diverse, multicultural environments. About MSCI 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.