Job Summary: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.
Job Responsibilities: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.
Job Qualifications- 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 principles and implementing best practices
- Experience in ensuring a consistent process is in place for analyzing and processing notifications, warnings and alerts for Event Management, Health Dashboards and Reporting with an emphasis on Power BI and Power Automate platforms
- Proficient in managing SLA Performance for both Infrastructure and Application portfolios
- Ability to liaise with our business and application partners to drive Quarterly and Monthly Business Reviews to drive efficiencies and promote automation opportunities across teams
- Strong working knowledge of AWS concepts and the building of processes to support on-premises and cloud-based solutions
- Strong knowledge of Production Batch Scheduling, Transmission Services, Application Support
- General knowledge of applications associated within this support function - CA7, CA Autosys, Sterling/File Transmissions, Service Now, Dynatrace
- IT infrastructure, architecture and capacity planning
- Large-scale enterprise infrastructure system development and integration
- Strong written and verbal communication skills.
- Proficient in Excel, Word and PowerPoint
- Proficient with applying Service Operations concepts to industry standard frameworks and leading best practices to improve business performance
Education:• Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience
"Visa sponsorship/support is based on business needs. We do not anticipate providing visa sponsorship/support for this position."The typical base pay range for this role is as follows:
- New York / New Jersey: $126k - $191k
depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.
Our hybrid work schedule is four days on-site and work remotely one day per week.
MUFG Benefits Summary
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
