About MSCI

MSCI is a leading institution helping investors around the world build and manage better portfolios. We are worldly, with clients in more than 85 countries. Our 7,000 clients include pension funds, sovereign wealth funds, mutual fund companies, hedge funds, wealth management firms, banks and insurance companies. Company has extensive databases of proprietary index, risk and ESG data, as well as accumulates valuable historical market data, which is difficult to replicate and provides us with a substantial competitive advantage. As such MSCI has uncompromising commitment to align our business priorities with clients’ interests.

Position Overview:

We are looking for professional with in depth experience of IT Service Management based on ITIL framework. The position is for IT Service Operations function within MSCI operating 24*7. The individual will facilitate ways to improve processes, tools, techniques, and disciplines within Enterprise Operations IT and creates opportunities for introducing best practices within all functional areas

Responsibilities:

• The Service Manager is responsible for managing the IT Service Management processes in accordance to MSCI's Service Management model.
• Drives the implementation , execution and application of Incident Management, Problem Management processes
• Assist, coordinate, monitor, and support general activities related to changes and releases affecting IT services both hardware and software, upgrades and new service launches.
• Promote the correct use of the process and governance. Support process governance by conducting periodic meetings to review ticket volumes, issues and risks
• Provide training for functional teams to ensure that process guidelines are understood and followed
• Provides oversight of core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement.)
• Collaborate with various business and technology groups to ensure consistency of delivery, adherence to Best Practice, and continuous improvement in services
• Ensure that the process, procedure, training and work instruction documentation is up-to-date
• Developing performance metrics and reporting for services and processes
• Continually monitor the processes, using Key Performance Indicators (KPIs) and reports
• Provide analysis and trends relating to service level compliance and operational effectiveness.
• Ensure that performance reports are regularly presented to the IT Leadership Team and IT Service and Process Owners
• Identify and prioritize improvement opportunities and establish Service Improvement Plans (SIPs)
• Work with IT Service and Process Owners to present improvement recommendations to IT and business senior management
• Seeks ways to improve processes, tools, techniques, and disciplines within Enterprise Operations IT and creates opportunities for introducing best practices within all functional areas

Knowledge, Skills and Competencies

• Bachelor/Diploma Degree
• ITIL Foundation/ Intermediate Certified desired.
• 2 to 6 years of overall experience in IT Service Operations.
• 2 to 6 years of progressive hands on ITIL framework based ITSM practices.
• In depth understanding of ITIL framework in areas of Service Operations, Continual Service Improvement and Service Level Management principles & practices
• Knowledge of developing Policy, Process, KPI, Metrics aligned to overall organizational goals and objectives
• Excellent written and verbal communication and presentation skills
• Innovative thinking about service quality and ways to achieve improvements
• 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
• Willing to work in shifts (APAC & EMEA)