Managed Services Operations - Associate

Your Team Responsibilities

Managed Service Operations (MSO) is a global operations team that provides end‑to‑end production support for MSCI’s managed service clients. The team is responsible for the day‑to‑day monitoring of client workflows, troubleshooting & escalating incidents, coordinating with internal stakeholders, and ensuring that production deliverables are completed accurately and on time.

MSO serves as a key link between Client Delivery, Product, Technology and other operations teams, helping to maintain production stability and deliver a high‑quality client experience. Global MSO hubs are currently located in Monterrey, Manila and Mumbai, operating in a follow‑the‑sun model to support clients across regions and time zones.

We are looking for an Associate‑level Managed Service Operations to join the MSO team in Mumbai. This is an excellent opportunity for someone who enjoys Operations, problem solving and cross‑team collaboration, and who wants to build expertise in Managed Service workflows and production environments.

Your Key Responsibilities

• Monitor daily client jobs and workflows using MSO tools and dashboards, ensuring completion in line with agreed SLAs and internal standards.
• Investigate job alerts (e.g., failures, delays, performance issues), coordinate job management procedures where appropriate, and escalate risks in a timely manner.
• Act as a first line responder for operational incidents impacting client deliverables, performing initial triage and engaging relevant technology, product and client teams.
• Manage operational cases raised via internal ticketing tools (e.g., Salesforce, JIRA, ServiceNow or similar), ensuring accurate documentation, regular updates and timely closure.
• Prepare and share clear communications related to incidents, delays or reruns, following MSO procedures and using approved templates.
• Support the transition of new client workflows into MSO, including reviewing documentation, confirming monitoring and controls, and participating in handover calls with Client Delivery and Product teams.
• Assist with UAT and production release activities from an operations perspective, validating that MSO is ready to support new or changed workflows.
• Create client facing RCA from inputs provided from Technical teams for recurring or high impact issues.
• Maintain and update operational documentation, standard operating procedures and knowledge articles to support consistency across global MSO locations.
• Support creation of recurring and ad-hoc operational reports (e.g., workflow status reviews, incident related client lists, key metrics) and contribute to continuous improvement initiatives.
• Collaborate closely with colleagues in Monterrey, Manila and Mumbai to support a global, follow the sun operating model and ensure smooth handovers across shifts.
• Perform any other operational or project related tasks as assigned by the line manager.

Your skills and experience that will help you excel

• Bachelor’s degree in computer science, Engineering, and other related courses.
• 0–3 years of experience in operations, production support, application support, client operations or a similar role; internship or co op experience in these areas is an advantage
• Ability to work with monitoring dashboards and ticketing tools (Salesforce, JIRA, ServiceNow or similar); familiarity with job scheduling / workflow tools is a plus.
• Good communication skills with experience in both internal & external client communications
• Strong analytical and problem-solving decision-making skills
• Willingness to work on holidays and in a shift based model aligned to global coverage requirements, including early/late shifts and rotational coverage as per team policy.
• Experience with Python, Autosys, Airflow and version control(Git)
• Understanding of AI-driven analytics to generate actionable operational insights.
• Power BI knowledge in dashboards, KPIs, and reporting.
• Ability to translate data into clear, decision-ready insights.