We are seeking someone to join as an Ops Control Lead responsible for overseeing real-time operational performance and managing incident severity across the Production Assurance organization. The ideal candidate will drive proactive decision-making and collaborate with Senior Leaders withing WS.

In the Technology division, we leverage innovation to build the connections and capabilities that power our Firm, enabling our clients and colleagues to redefine markets and shape the future of our communities.

This is an Ops Control Lead position, which is part of the job family responsible for delivering efficient technical support and ensuring smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.

Department Profile Workforce Services (WS) is a dynamic and fast-paced area within the firm's Enterprise Technology & Services division. We are responsible for delivering high quality technology solutions and support functions to our internal end users. Our goal is to ensure end users across the firm can perform their job efficiently with minimal to no interruption.

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you’ll do in the role:

• Responsible for monitoring intraday performance across multiple channels to ensure service levels are met.

• Adjust staffing in real time to respond to fluctuations and unplanned events

• Collaborate with WFM, Operations, and Support teams to execute contingency plans during outages or spikes

• Lead the response to major Incidents and act as entry point for Production Assurance areas

• Manage/mentor associates on Ops Control Support

• Analyze real-time data and incident trends

What you’ll bring to the role:

• Passion for providing feedback & coaching

• Excellent written and oral communication skills

• Experience with Microsoft Office Products, Windows 11, and general office computing tools

• ITIL familiarity or ITIL Incident Management practices

• Experience with Service Desk/Deskside practices/metrics

• College Degree or equivalent experience

• At least 4 years’ relevant experience would generally be expected to find the skills required for this role

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years.  Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. 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. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Certified Persons Regulatory Requirements:
If this role is deemed a Certified role and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

Flexible work statement
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background.  Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.