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hace 2 meses
About the Role
MSCI is seeking a highly skilled Managed Services Operations Specialist to join our Global Managed Services Operations team. As a key member of our team, this candidate will be responsible for managing, diagnosing, investigating, and resolving client workflows; monitoring key batches that are processed 24x7.
Key Responsibilities
- Monitor managed service jobs within Service Level Agreement metrics.
- Manage and respond to requests/incidents, release management via ticket and alert management tools.
- Investigate and escalate issues, if necessary, and provide timely updates until fulfillment and resolution.
- Coordinate effectively with individuals/teams within the organization to ensure timely resolution of client requests/issues, especially issues regarding system issues and processing delays.
- Create and analyze trends to help understand the health of jobs, communicate findings, and identify opportunities for improvement and optimization.
- Participate in team meetings and initiatives to improve day-to-day operations and client experience.
- Support and help to drive ad hoc and strategic initiatives.
- Work closely with the team and other parties to ensure knowledge sharing and streamlining of operations support.
Requirements
- 2+ years of experience in operations and client service support in Finance, Information technology, or related role, working with cross-functional teams.
- Degree with focus in Finance, IT, or engineering with excellent analytical skills and attention to detail.
- Good communication skills in English, written and oral.
- Strong customer service and good interpersonal, integrative, and problem-solving skills with proven ability to work effectively in a team and operate without direction when required.
- Proficiency with Microsoft Office products including Word, PowerPoint, Excel, Visio, SharePoint, and Teams.
- Sound understanding of File Transmission protocols such as Secured File Transfer and Job Scheduler applications.
- Experience in Ticket and Alert Management such as SalesForce, ServiceNow, and PagerDuty.
- Work experience in Python, version control (GiT), Azure, XML, Linux/Unix, PowerBI, and database systems are preferred.
About MSCI
MSCI is a leading provider of critical decision support tools and services for the global investment community.
