Incident Manager - Europe

This job is with MSCI, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Your Team Responsibilities: The Incident Management Team is responsible for overseeing the end-to-end handling of production incidents to minimize impact, restore service as quickly as possible, and ensure clear communication throughout the incident lifecycle.

Your Key Responsibilities:

• The ideal candidate will possess excellent communication skills and the ability to demonstrate gravitas in challenging situations.
• 5+ years experience leading a global 24x7 incident management team in an enterprise SaaS environment.
• 15+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with a complex customer base.
• Subject matter expertise in incident management frameworks; awareness of industry standards and best practices.
• Demonstrate outstanding problem-solving and decision-making skills to identify root causes and implement corrective actions.
• Clear and concise communication skills at the C-Level (written and verbal).

Your skills and experience that will help you excel:

• Technically literate and able to articulate technical issues in a meaningful way to both engineers and executive-level management.
• Ability to collaborate, build credibility, and establish good working relationships with leaders across Atlassian to ensure solid partnership and alignment.
• Excellent project management skills, with an ability to influence.
• Customer-centric attitude and focus on providing best-in-class service for customers.
• Resilient and adaptable to changing circumstances.
• Strong leadership and stakeholder management, with the ability to effectively manage a team and work with various stakeholders across the organization on a global scale.

About MSCI: What we offer you:

• Transparent compensation schemes and comprehensive employee benefits, tailored to your location, ensuring your financial security, health, and overall wellbeing.
• Flexible working arrangements, advanced technology, and collaborative workspaces.
• A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.
• A global network of talented colleagues, who inspire, support, and share their expertise to innovate and deliver for our clients.
• Global Orientation program to kickstart your journey, followed by access to our platform, LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.
• Multi-directional career paths that offer professional growth and development through new challenges, internal mobility and expanded roles.
• We actively nurture an environment that builds a sense of inclusion, belonging and connection, including eight Employee Resource Groups.

At MSCI we are passionate about what we do, and we are inspired by our purpose - to power better investment decisions. You will be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.

MSCI 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.

MSCI Inc. is an equal opportunity employer. It is the policy of the firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran status, or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities.