IT Operations and Service Delivery Manager, VP

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 selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Responsible for supporting the Service Delivery Operations Department with day-to-day operations, business engagement support and program/project management. Extensive knowledge of IT Operations with a focus on ITSM (Incident, Change and Problem Management). Deep understanding of Application Operations and Support, Batch Operations, SLA Management and Critical Path Analytics, AWS Operations and Vendor Engagement. Will require knowledge and be able to function with technology applications supporting the portfolios which includes Service Now, CA7, Autosys, Dynatrace, Power Bi, Power Automate and operations monitoring systems.

Will be driving Program and Project Management initiatives and requires the ability to provide management reporting, adhering to KPI’s and the ability to define metrics.

Identify areas for improvement and ensuring adherence to established procedures. Working closely with management to implement and lead new projects as part of MUFG’s strategic vision. Strong communication skills, people skills and analytical skills.

Provides daily operational support inclusive of system monitoring, operational and application health reporting, batch scheduling, file transfers and all other activities involving the service delivery team, data center operations and business engagement teams. Ensure that all tasks are performed during his/her shift in accordance to prescribed procedures. Ensures that all problem incidents are properly documented and escalated as per department guidelines.

Has a working knowledge of batch job scheduling, both from an administration and tool engineering aspect, allowing for easier troubleshooting in event of product issues. Works closely with application development and other infrastructure partners to test, implement and alter batch schedules and external transmissions to support the business needs. Coordinates and governs with team leads and management departmental metrics and reporting in order to provide management with information on daily incidents and outages.

• Requires 10+ years of in-depth IT Operations and Production Support knowledge
• Experience in Enterprise IT operations, monitoring practices and technologies for successful IT service delivery
• Highly Proficient with applying Service Operations/ITSM (Incident, Change and Problem) concepts to industry standard frameworks and leading best practices to improve business performance
• Experience in preparing and managing KPI reports and metrics for a multi-functional team
• SME in Process Automation and the ability to perform in a Business Analyst role working with Business Operations Teams to convert business requirements to technology designs
• Experience in process documentation and data analysis and analytics
• Highly Proficient in Project Governance and applying project management best practices. Inclusive of the tools to support these operations, preferably high degree of proficiency in JIRA
• Experience in working with Application Management, Senior Executives and Line Managers in heavily matrixed environments with the ability to influence and drive change
• Full understanding of ITSM…