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Location: Non-Japan Asia-Hong Kong-Hong Kong-Hong Kong
Technology, End User Services - Service Manager, Hong Kong
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 747 offices in 42 countries.
In Morgan Stanley, Technology works as a strategic partner with Morgan Stanley business units and the world's leading technology companies to redefine how we do business in ever more global, complex, and dynamic financial markets. Morgan Stanley's sizeable investment in technology results in quantitative trading systems, cutting-edge modelling and simulation software, comprehensive risk and security systems, and robust client-relationship capabilities, plus the worldwide infrastructure that forms the backbone of these systems and tools. Our insights, our applications and infrastructure give a competitive edge to clients' businesses—and to our own.
We are looking for an End User Service Manager (SM) to cover the BackOffice Business Units (Finance, Operations, Technology, Legal & Compliance, Corporate Services, Internal Audit, Risk Management, Human Resources) in Hong Kong.
The SM’s primary responsibility is maintaining stability, service and ensuring the availability of technology systems for the user environment. Operationally, the SM will need to provide frontline support, manage projects, procurement, moves and changes, training and communication pertaining to the users’ technology environment.
The SM will manage (hire/train/mentor) a team of consultants. Given the breadth of support of business areas, the SM is required to be able to multi-task across business units.
The SM should be a strong technical leader with an in-depth knowledge of at least one technical discipline and have experience with and a high-level understanding of a wide range of infrastructure system architectures and applications. The SM will function as an interface between other Technology disciplines and the users, managing and communicating outages, scheduled downtimes, projects, upgrades, and other operational events. This includes ownership of the team’s on-call support coverage, which may require weekend work or out-of-hours engagements.
As well as communicating closely with other Technology teams such as ETS, IST and Tech Risk, the role requires providing consistent support and services to the corresponding business units. The SM will be required to maintain a communication channel and working relationship with key business users and operating officers to understand and provide for their present and upcoming requirements and needs.
The SM will also need to work with other SM’s globally and represent the interests of the users for firm-wide projects, stability reporting, and other initiatives. This includes regional SM, global EUS calls, and other project conference calls. The SM will provide input during outage reporting and stability calls, getting information on actual perceived impact from users and ensuring accurate reporting from the business perspective. As with all operational support roles, a level of flexibility is required which may require after hours, on-call or weekend support inclusive of but not limited to, project work, operational BAU (e.g. Break Fix work) and scheduled events (powerdown & disaster recovery tests, market testing).
-Bachelor’s Degree in Computer Science or related field or at least 8 - 10 years of relatable experience
-ITIL Foundation Certification
-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
-Able to work independently, self-motivated but a strong team player
-Strong mind set of Compliance and IT Security
-Good knowledge of the Investment Banking industry
-Performance Management and Coaching skills
-Ability to create, document and implement efficient processes
-Ability to lead technical projects of moderate complexity
-Previous experience in Production Support, Change Management, Project Management role
-Able to operate effectively in stressful situations
-Chinese reading and Mandarin/Cantonese speaking is a plus
|Career Level||Senior (6-10 years)|
|Qualification||ITIL Foundation Level|
|Language||English, Cantonese, Mandarin (Putonghua)|