IT Operations and Service Delivery Associate, AVP

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.

Job Summary:

Responsible for supporting the Service Delivery Operations function through hands-on technical operations support, IT Service Management process execution, operational analytics, monitoring improvement, automation support, and service improvement initiatives. This role is an experienced individual contributor position focused on developing deeper operational knowledge while improving service quality, process maturity, and production support readiness across application and infrastructure support areas.

Extensive knowledge of IT Operations with a focus on ITSM including Incident, Change, Problem, Event, and Service Level Management. Deep understanding of Application Operations and Support, including Batch Operations, SLA Management, Critical Path Analytics, Event Management, Monitoring and Observability, Operational Reporting, and Production Support governance.

Will require knowledge and the ability to function with technology applications supporting the portfolio, including Service Now, Jira, Confluence, CA7, Autosys, Sterling/File Transmission platforms, Dynatrace, operational monitoring systems, and Microsoft Office tools. Scripting, workflow automation, and data analysis capabilities are expected to support operational improvement opportunities.

This role will support technical program and project efforts, identify areas for process and automation improvement, analyze recurring operational issues, validate metrics and service trends, and ensure adherence to established procedures. Works closely with application teams, infrastructure partners, operations teams, and management to execute service improvements aligned with MUFG strategic objectives. Strong technical aptitude, analytical skills, written and verbal communication skills, and independent problem-solving capabilities are required.

Job Responsibilities:

Provides technical service delivery support across IT Operations, Application Support, IT Service Management (ITSM), service performance management, operational analytics, and continuous improvement initiatives. This role focuses on maintaining operational stability, enhancing support processes, analyzing service performance, and driving operational efficiencies across application and infrastructure environments. As an experienced technical contributor, the Associate Vice President supports service delivery, operational effectiveness, process maturity, and support readiness while continuing to expand knowledge across a broad range of technologies, platforms, and operational functions.

Key responsibilities include:

Supporting day-to-day IT operations, application support activities, troubleshooting efforts, and service improvement initiatives.

Executing and improving ITSM processes, including Incident, Change, Problem, Event, Request, and Service Level Management.

Analyzing operational performance, SLA results, ticket trends, and service metrics to identify improvement opportunities.

Supporting monitoring, event management, observability, and operational health initiatives to improve visibility and reduce operational risk.

Assisting with batch operations, critical path analysis, and production support activities while developing knowledge of supporting technologies and platforms.

Identifying automation opportunities and process improvements that reduce manual effort, recurring issues, and operational inefficiencies.

Preparing operational reporting, KPI analysis, and management insights to support decision-making.

Creating and…