Vice President, Problem Analyst

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

The role of MUFG Technology Resilience is to ensure that critical business services’ underlying processes, systems and applications are resilient and can, where possible, continue to be provided to service users even in the event of disruption.

We are seeking an experienced IT Problem Manager with a strong focus on ensuring resilience in line with regulation including Digital Operational Resilience Act (DORA) and Operational Resilience (SS1-21). This role is critical to strengthening our organisation’s operational resilience by systematically managing and mitigating IT incidents, analysing root causes, and supporting/recommending the implementation of preventative measures to minimise disruptions. The successful candidate will work closely with cross-functional teams to ensure that IT processes, controls, and practices align with regulatory requirements, helping safeguard our digital platform and maintain compliance across all IT operations.

The role holder will be responsible for the following:

Oversee the identification, classification, and root cause analysis of IT problems, implementing strategies to resolve incidents effectively and prevent recurrence.

Develop and maintain problem management procedures, including risk assessment, monitoring, and reporting, to optimise IT service continuity.

Manage a portfolio of IT problems, ensuring timely resolution, tracking of progress, and communication of impacts and solutions to relevant stakeholders.

Implement, maintain, and optimise controls and processes to ensure compliance with regulatory standards, focusing on operational resilience, ICT risk management, and security incident management.

Develop reporting mechanisms to track regulatory compliance, providing regular updates to senior management on potential risks, areas for improvement, and overall compliance status.

Liaise with regulatory and compliance teams to maintain a thorough understanding of regulatory requirements and proactively address any updates or changes to regulatory guidelines.

In order to maintain exceptional standards to our clients, act as a point of escalation during major IT incidents both in and out of business hours; coordinating with cross-functional teams to resolve issues swiftly and with minimal business impact. This will be part of a 24 x 7 on-call team as required.

Conduct post-incident reviews to identify the root causes, key lessons, and potential improvements for future resilience.

Drive communication with stakeholders during major incidents, ensuring timely updates take place and align with internal and external communication standards.

Develop and maintain an IT risk register that aligns with regulation, documenting all risks, controls, mitigations, and responsibilities to safeguard digital operational resilience.

Work with the Operational Resilience teams to conduct regular resilience testing and scenario analysis to assess the effectiveness of controls and recovery strategies.

Recommend and implement changes to IT processes and architecture to enhance resilience, ensuring that problem management practices align with industry standards and regulatory requirements.

Lead initiatives to improve IT service…