Vice President

GSDA Automation Platform Development Lead

The GSDA Automation Platform Development Lead is responsible for the technical leadership, delivery, operational support, and continuous improvement of the Global Service Desk Automation (GSDA) product portfolio. The role provides leadership across the development, release, support, and ongoing enhancement of automation solutions that improve user experience, reduce operational effort, and increase service efficiency.

The position acts as a key technical leader, working closely with Product Owners, Business Analysts, Engineering teams, Support organizations, and business stakeholders to ensure successful delivery of strategic initiatives while maintaining platform stability, quality, and operational excellence.

Key Responsibilities

Technical Leadership

• Define technical direction, engineering standards, and development best practices.

• Lead the design, development, and enhancement of automation platforms and solutions.

• Provide technical guidance and mentorship to engineering teams.

• Drive platform modernization, scalability, and continuous improvement initiatives.

Product Delivery

• Own the end-to-end delivery of new features, enhancements, integrations, and platform improvements.

• Translate business requirements into scalable technical solutions.

• Ensure high standards of quality, security, supportability, and maintainability.

• Support Agile delivery processes and backlog prioritization.

Release & Operational Management

• Coordinate application releases, deployments, testing, and production rollouts.

• Manage production support, incident response, and problem resolution activities.

• Conduct root-cause analysis and implement preventative measures.

• Ensure platform reliability, performance, and operational stability.

Platform Governance & Hygiene

• Drive technical debt reduction and lifecycle management activities.

• Maintain documentation, support procedures, monitoring, and operational controls.

• Support security, compliance, audit, and risk management requirements.

• Ensure ongoing platform maintenance and operational hygiene activities are completed.

Resource & Vendor Oversight

• Provide day-to-day leadership and oversight of managed service providers and consulting resources.

• Define work priorities, delivery objectives, and expected outcomes.

• Monitor quality, productivity, and delivery performance against agreed goals.

• Conduct regular reviews of deliverables, project progress, and resource effectiveness.

• Ensure external resources operate in accordance with GSDA engineering standards and delivery expectations.

• Partner with vendor management teams on resource planning, onboarding, knowledge transfer, and performance management.

• Drive accountability and ensure delivery commitments and business outcomes are achieved.

Stakeholder Management

• Build strong relationships with Product, Engineering, Support, and Business teams.

• Communicate delivery progress, operational health, risks, and strategic initiatives.

• Act as a trusted technical advisor for GSDA products and services.

• Balance business priorities while maintaining platform stability and long-term technical direction.

Innovation & Continuous Improvement

• Identify opportunities to improve automation capabilities and service effectiveness.

• Evaluate emerging technologies, including AI-driven solutions and intelligent automation.

• Promote continuous learning, process improvement, and engineering excellence across the team.

Skills Required

• Strong experience leading enterprise software development and support teams.

• Excellent knowledge of application architecture, system integration, and API-based development.

• Experience delivering automation, self-service, workflow, or support platform solutions.

• Strong understanding of Software Development Lifecycle (SDLC), Agile methodologies, and release management.

• Experience managing production support, incident management, and operational troubleshooting.

• Strong analytical, debugging, and problem-solving skills.

• Experience leading geographically distributed teams.

• Experience managing managed service providers, consulting resources, or outsourced delivery teams.

• Strong stakeholder management, communication, and leadership skills.

• Ability to define objectives, measure outcomes, and drive accountability across teams.

• Familiarity with Generative AI, Conversational AI, Large Language Models (LLMs), and intelligent automation technologies.

Role Purpose

The GSDA Automation Platform Development Lead is accountable for the successful delivery, operational excellence, and long-term sustainability of the GSDA platform portfolio. The role balances strategic technical leadership with hands-on operational ownership, ensuring that products remain reliable, secure, and aligned with business objectives while delivering measurable value to both users and support organizations.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. 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.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.