Sales & Trading Service Management, Vice President

The primary responsibility is maintaining stability, service, and ensuring the availability of technology systems for the user environment. The candidate should have experience leading a team which supports a trading floor or similar environment.

This person will need to provide leadership, frontline support, manage projects, procurement and training & communication pertaining to the users technology environment. They will manage (hire/train/mentor) a team of WSS Operations full-time employees and consultants. Given the breadth of support which spans multiple business units this individual must have very strong communication skills in dealing with Senior Management and direct Business clients.

This person should have a high-level understanding of technical disciplines across multiple infrastructure systems and front office applications. They are also responsible for providing frontline desktop support for the Equities, Fixed Income and Foreign Exchange business units in Hong Kong. This position requires strong troubleshooting skills, excellent communication skills, management and organizational skills, and aptitude for fast learning and the ability to work well in a team environment.

The Service Manager will function as an interface for other ETS teams to the clients, managing and communicating outages, scheduling downtimes, projects, upgrades, and other operational events. They will be required to maintain a communication channel and working relationship with key Business stakeholders and operating officers to understand and provide for their present and upcoming requirements and needs.

They also will need to work with other Service Managers, both regionally and globally, and represent the interest of the regional Hong Kong clients for firm-wide projects, and stability/ hygiene initiatives. This includes incident management where the Service Manager is expected to ensure accurate information is related from the business to our technology partners.

As part of this team the Service Manager will have standard working hours in operations, however there is the need to be flexible due to some on-call, incident management, weekend work checkouts and adverse environmental factors.

A critical part of the Service Manager role will be adherence to our Risk Management and Asset Alignment policies to ensure all efforts are captured, following procedures, and ensuring the audit trails are fully maintained.

Duties & Responsibilities include:

- To maintain stable desktop environment for the Sales & Trading business units
- Proper and timely response for problems received directly from users
- Occasionally provide 1st level troubleshooting support on both software & hardware, OS, applications and remote devices
- Escalate issues to 2nd and 3rd level support if necessary
- Understand the business operations & users practices
- Perform impact analysis for special events (Business and IT Events)
- Perform root cause analysis and suggestion to the vendor/other IT teams to reduce recurring issues
- Act as a liaison between business and the Technology teams
- To work closely with global counterparts/project teams on desktop related projects
- Perform testing, user piloting and deployment on both software & hardware
- Update support documentation
- Provide coaching to the team members
- Coordinate new hire and transfer process - equipment purchase, data transfer and setup business specific applications
- Perform basic system administration tasks
- Keep up to date on the current technology
- Work on shift duties

Qualifications
- Strong people management and interpersonal skills
- Strong leadership and project management skills
- Client focus and relationship management
- Strong analytical problem solving skills
- Excellent verbal and written communication skills; ability to frame technical information in an appropriate fashion based on target audience
- Good team player and good multi-tasking skills
- Excellent follow-up skills; must take initiative and stay with problem from beginning to end
- Able to operate effectively in stressful situations, e.g. during a system outage effecting critical systems and high-level users. Ability to deal with users effectively and calmly in crisis situations
- Proven ability to work independently with little supervision as well as in a team environment
- Previous experience in Production Support, Change Management role
- Comprehensive knowledge of Windows operating system, applications and computer hardware
- Solid experience in supporting Market Data products, e.g. Bloomberg, Eikon
- Good knowledge of the Investment Banking industry
- Understanding of Risk Management

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. 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.

We're committed to bringing passion and customer focus to the business.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.