Call Centre Manager job

The Enterprise Command Centre is a global team and plays a mission critical role in Incident Management, Problem Management and Change Management in a demanding Investment Bank environment. The regional team in America would like to recruit an Incident Manager. It is a challenging role that provides extensive opportunities for learning new technologies, making new contacts throughout IT in Europe, Asia and the Americas, influencing the way the IT department operates, and interfacing with senior IT Management. Management of Major and Severe impacting incidents primarily involving large scale infrastructure issues or high risk data application issues. Prioritization of ECC resources for sales and trading related incidents. Time sensitive communication. Running both technical conference bridges and business update calls. Collating technical and business impact.
Driving decision making for incident resolution and minimizing impact to the business. Escalating to Senior IT Management. Providing incident updates to stakeholders. Capturing incident follow ups and completing formal Post Incident Reviews. Identifying stability trends and escalating them through the Problem Management process. Coordinate decision making and communication of critical, emergency break fix work by chairing conference calls and publishing formal communication. Work with sales and trading business unit IT support teams to coordinate critical business events.
Assist with preparing for, publishing and participating in the Weekly Incident Review Meeting, which includes working with regional Application Support Group heads to determine specifics of the business impact for each incident. Writing and proof reading incident summaries. Completing daily “state of the plant” diagrams which pictorially indicate incidents and how they correlate to both the Bus and the Morgan Stanley infrastructure. Trending incident metrics for further analysis. Organizing and attending dry run meetings in preparation for the formal weekly meeting. Work with all IT teams in an effort to improve the overall stability of the production environment both regionally and globally ▪ Chair daily ‘Ready for Business’ and ‘End of Day’ calls with infrastructure and business unit aligned IT teams, and reporting the Firm’s status to senior IT Management and other recipients. The Incident Manager position in America is located in New York Plaza and reports to the Americas ECC Manager, and is responsible for, but not limited. Participate in the teams on call Rota when sufficient team experience has been gained. Note coverage is mostly following which substantially minimizes the on call requirement. Assist in driving educational, training and communication programs surrounding the ECC. Participate in planned events.