Managed Services Operations Specialist

hace 1 día


Monterrey, Nuevo León, México Msci Inc A tiempo completo

About the Role

MSCI Inc. 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 Inc.

MSCI Inc. is a leading provider of critical decision support tools and services for the global investment community. With over 50 years of expertise in research, data, and technology, we power better investment decisions by enabling clients to understand and analyze key drivers of risk and return and confidently build more effective portfolios.



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