SRE/Production Support Lead

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.

About the role

This SRE/Production Support Lead position at the Vice President level is part of the job family responsible for overseeing the production environment, ensuring the operational reliability of deployed software, and implementing strategies to optimize performance and minimize downtime.

The Reliability Operations (RO) within WMT is responsible for providing swift, courteous, and knowledgeable customer service to end users of the production systems. This position focuses on user and systems support, answering hotline calls, monitoring system alerts, and taking corrective action. The role requires technical understanding as well as the ability to communicate effectively with users to diagnose problems.

In addition to direct user support, the team performs infrastructure-related tasks including process configuration, hardware capacity planning, event management, release work, and support tool development to ensure repetitive tasks are automated and risk is minimized.

This role will ensure the overall stability of the Wealth Management Investment Management application platforms, participate in key optimization initiatives, and collaborate with multiple technical teams within Morgan Stanley. You will partner with WM business units, various levels of management, and staff to collect, analyze, and make recommendations on optimizing the platform.

Responsibilities

• Proactively detect, troubleshoot, and resolve all issues affecting production applications, coordinating with and escalating to development and external teams as necessary. The team owns all issues until resolution or a workaround is provided.
• Maintain clear, concise, and timely communication with affected parties during the investigation and resolution of any individual or system-wide outage.
• Ensure the stability of the Production environment.
• Develop and continually revise policies and procedures to ensure appropriate application development standards are available to guide development for systems deployed to Production, in partnership with other teams.
• Act as gatekeepers of the Production environment, ensuring Change Implementation Management guidelines/policies are adhered to for all systems deployed.
• Service all requests for data or other activities that require access to Production systems.
• Work with development teams at appropriate stages in application development to ensure new systems or projects meet Production standards.
• Maintain and grow a body of knowledge accessible to all team members, improving self-reliance and reducing dependency on development or external resources for initial troubleshooting.
• Perform DevOps/SRE roles in application support, platform stability, and resiliency.
• Produce guidance documentation, standards, procedures, product assessments, and training materials. Collaborate with application and infrastructure support teams to document every troubleshooting step in the Morgan Stanley knowledge base system for faster issue resolution.
• Serve as a fully seasoned/proficient technical resource, providing expertise in outage management and proactive solutions to improve user experience.
• Assist in the investigation and troubleshooting of production issues, mentoring, coaching, and training team members.
• Manage outage incidents, coordinating user communications and other teams to resolve incidents.

Requirements

• Minimum 10 years’ experience in developing and/or supporting Enterprise Applications.
• BS/MS or equivalent, preferably in a quantitative discipline (Computer Science, Computer Engineering).
• 5+ years’ experience leading a small to medium team of similar skillsets.
• Hands-on technical professional with understanding of both code and infrastructure.
• Willingness to embrace Agile and DevOps/SRE concepts.
• Working knowledge of DevOps & observability tools (Grafana, Prometheus, Splunk, Kibana).
• Solid analytical skills, problem determination, and resolution recovery processes.
• Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors.
• Strong Unix Shell scripting experience required.
• Administrative competence in at least one major programming language or platform (e.g., Perl, Powershell, Python, Java, or C#, .NET).
• Experience in AWS/GCP/Azure Cloud technologies.
• Experience with web analytics tools (preferably Adobe Experience Cloud tools) is a plus.
• Fast learner of technologies in a quick-paced environment.
• Strong organizational skills and ability to manage multiple tasks and high-pressure situations for outage handling and resolution.
• Driven to learn about new technologies, techniques, and what it takes to be an integral team member.
• Hands-on experience administering large-scale, high-availability systems and monitoring tools for performance and availability.
• Excellent communication and writing skills specific to technical discussions across management layers.
• Experience with incident “on call” and ability to respond to emergencies on a 24/7 basis.
• 3+ years’ experience in automating tasks.
• Hands-on with AI and implementation of AI tools for operational efficiency.
• Strong ownership mentality with a focus on customer satisfaction.
• Experience working in the Financial Services area is a plus.

Benefits

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.

Pay

Expected base pay rates for the role will be between $125,000 and $175,000 per year at the commencement of employment. Base pay is determined on an individualized basis and is only part of the total compensation package, which may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.