Job Summary:MUFG is seeking an experienced
Major Incident Manager (MIM) to lead the response, coordination, and recovery of critical technology incidents across our Banking and Securities businesses. This is a senior operational leadership role responsible for driving rapid service restoration, and stakeholder communications during high-severity production events.
The ideal candidate combines strong ITIL-based service management expertise with deep banking technology experience, exceptional communication skills, and the ability to lead under pressure during mission-critical situations. Experience leveraging AI-assisted operational tools such as Microsoft Copilot and intelligent triage solutions is highly desirable.
This position plays a key role in maintaining operational resilience, protecting client services, and minimizing business disruption across a complex financial services environment.
Key ResponsibilitiesMajor Incident Leadership- Lead and manage Severity-1 (P1) and other critical production incidents impacting banking and securities platforms.
- Serve as the Incident Commander during enterprise technology outages and service disruptions.
- Coordinate technical command centers, and bridge calls to accelerate recovery efforts.
- Assist with prompt engagement of application, infrastructure, network, cloud, cybersecurity, and vendor support teams.
- Drive incident restoration activities while maintaining focus on business impact and service recovery priorities.
Stakeholder Communication- Provide concise, executive-level communications to technology leadership, business stakeholders, and senior management.
- Deliver timely incident updates, text messages, white board creation and updates.
Operational Resilience & Governance- Ensure alignment with ITIL Incident Management and Major Incident Management processes.
- Join post-incident reviews, lessons learned, and problem management meetings, time permitting.
- Support operational resilience initiatives and continuous improvement programs.
- Maintain accurate timelines, decision logs, and incident documentation.
Cross-Functional Coordination- Collaborate across Banking, Securities, Infrastructure, Cloud Engineering, Cybersecurity, NOC, Service Desk, and Vendor Management teams.
- Manage third-party vendors during incidents and ensure accountability for resolution activities.
- Develop trusted relationships with business and technology leaders.
Required Qualifications- Strong experience managing major incidents within a Banking, Capital Markets, Securities, or Financial Services environment.
- Proven ability to lead critical incident bridges involving multiple technical teams and executives.
- Active ITIL 4 Foundation Certification (minimum requirement).
- Demonstrated experience working within enterprise IT Service Management (ITSM) frameworks.
- Excellent written and verbal English communication skills with the ability to communicate effectively to technical and non-technical audiences.
- Exceptional decision-making, prioritization, and crisis management abilities.
- Strong understanding of production support, infrastructure operations, and
- enterprise application environments.
Preferred Qualifications- Experience with AI-assisted operations, including:
- Microsoft Copilot
- Intelligent incident triage
- Automation and operational analytics
- AI-driven knowledge management
- Knowledge of cloud infrastructure, particularly AWS and hybrid enterprise environments.
- Familiarity with Service NOW.
- Familiarity with monitoring and observability platforms such as Splunk, Dynatrace, AppDynamics, or similar tools.
- Experience supporting regulatory, operational resilience, and audit requirements within the financial sector.
- Understanding of Change, Problem, and Service Level Management
- processes.
Professional Skills- Fast, clear, and professional English fluency.
- Calm and decisive leadership during high-pressure situations.
- Strong facilitation and meeting management skills.
- Ability to synthesize complex technical information into executive-level messaging.
- Excellent organizational and stakeholder management capabilities.
- Preferred typing speed of 45+ WPM.
What Success Looks Like- Critical incidents are restored rapidly and efficiently.
- Business and executive stakeholders receive clear, timely, and accurate communications.
- Technical teams remain focused and coordinated during crisis situations.
- Operational resilience and customer confidence are strengthened through disciplined incident management practices.
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: $123k - $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.
