Manager-Technical Support

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

About the Role

This role requires a senior-level professional to work closely with the Incident Management team.

The candidate will be responsible for ensuring the Major Incident Management (MIM) process is effectively followed and will lead critical interactions during major incidents. Responsibilities also include reviewing and updating existing process documentation, mentoring team members during incidents, and contributing to service governance. Additionally, the candidate will be expected to support process improvement initiatives within the function.

Skills and Competencies

• 5-8 Years of experience in Service Management or IT support function with 10 + years of overall experience.
• Experience with Major Incident Management (MIM)
• Well versed with ITIL Framework & Best Practices. Prefer ITIL Intermediate Certified
• Experience in Crisis & Stakeholder Management
• Root Cause Analysis & Problem Resolution
• Service Level Agreement (SLA) Compliance
• Continuous Service Improvement (CSI)
• Understanding of IT Operations & Infrastructure Management
• Excellent communication and coordination skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and handle critical situations calmly.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field

Responsibilities

• Handle Major incident Calls and drive the incident towards resolution.
• Provide guidance to Major Incident Management (MIM) team, ensuring rapid response and resolution of critical service disruptions.
• Conduct post-incident reviews (PIRs) and implement corrective action plans to enhance incident response efficiency.
• Ensure the implementation of incident management processes aligned with ITIL best practices.
• Collaborate with stakeholders across business units to improve service delivery and minimize recurring incidents.
• Establish clear communication channels between technical teams, senior management, and business units during major incidents.
• Analyze incident trends to identify recurring issues and develop proactive strategies to prevent future incidents.
• Ensure compliance with service level agreements (SLAs) and regulatory requirements for incident management.
• Facilitate war room discussions and coordinate response efforts during high-priority incidents.
• Maintain and enhance incident management documentation, ensuring clear processes and guidelines are available.

About the team

We are seeking a dynamic and motivated individual to join our Service Management team as a Manager - Technical Support who will be providing guidance to Major Incident Management Team.

The ideal candidate will have a Intermediate understanding of ITIL processes and be responsible for providing guidance on Major Incident Bridges to ensure quick resolution of critical issues.

#LI-Hybrid

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.