Job OverviewWe are seeking a motivated and detail-oriented Support Specialist with experience or exposure to Transaction Banking, Payments, and Capital Markets applications to join our IT team. This role is responsible for supporting the stability, reliability, and day-to-day operation of critical banking applications while providing technical and operational assistance to business and technology teams.
The successful candidate will work closely with developers, business analysts, stakeholders, and external vendors to support platform performance, troubleshoot production issues, and contribute to ongoing service improvements. By applying technical skills, banking domain knowledge, and strong communication abilities, the individual will help maintain payment applications, support business operations, and deliver high-quality service to internal and external stakeholders. A customer-focused mindset, strong analytical skills, willingness to learn, and commitment to operational excellence are essential for success in this role.
Key Responsibilities:- Technical Support: Provide Level 1 and Level 2 application support for customer-facing and back-office payment processing systems, ensuring timely issue resolution and minimal disruption to business operations.
- Incident Management: Participate in the investigation, resolution, and documentation of production incidents in accordance with established SLAs. Assist in incident bridge calls and collaborate with business, development, and infrastructure teams during issue resolution.
- System Monitoring & Reliability: Monitor application health, transaction processing, and system performance using established monitoring tools, escalating issues as required.
- Problem Analysis: Assist in identifying root causes of incidents and contribute to corrective and preventive actions to reduce recurring issues.
- Cross-Functional Collaboration: Work closely with developers, business analysts, infrastructure teams, and operations stakeholders to support ongoing projects and operational initiatives.
- Vendor Coordination: Support troubleshooting efforts involving third-party vendors and external partners by gathering logs, evidence, and technical information.
- Performance Monitoring: Analyze system alerts, transaction failures, and operational metrics, and recommend improvements to enhance application stability and performance.
- Documentation & Knowledge Management: Maintain support documentation, operational procedures, runbooks, and knowledge articles to ensure effective knowledge sharing and operational readiness.
- Compliance & Security: Follow established security standards, audit requirements, and operational procedures while supporting payment processing applications.
- Operational Support: Participate in change implementation, release activities, disaster recovery exercises, and continuous improvement initiatives.
- Stakeholder Communication: Provide timely updates on incidents, service disruptions, and maintenance activities to support effective communication across technology and business teams.
Qualifications:- 4+ years of relevant experience in application support, business analysis, or related technology roles.
- 3+ years of Business Analyst experience is a plus.
- Technical Knowledge: Working knowledge of banking applications, APIs, and application integration concepts.
- Problem-Solving Skills: Ability to troubleshoot technical issues, analyze root causes, and collaborate with team members to resolve production incidents.
- Communication Skills: Strong verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
- Adaptability: Comfortable working in a fast-paced environment and managing multiple priorities.
- Understanding of web and application server technologies.
- Tools & Technologies: Familiarity with monitoring and observability tools (e.g., Splunk, Dynatrace), SQL, Java, Spring Boot, Kafka, REST APIs, OpenShift, and scripting languages such as Python and Shell for application support, troubleshooting, and automation.
- Demonstrates a strong learning mindset, customer focus, and commitment to operational excellence.
Key Domain and Technical Knowledge:- Domain: Exposure to Financial Services, Banking, Payments, or Capital Markets applications.
- Operating Environments: Basic to intermediate knowledge of Windows, Linux, AWS, OpenShift, and ROSA platforms.
- Databases: Working knowledge of Oracle, DB2, and Microsoft SQL Server, including SQL query writing, data analysis, and troubleshooting.
- Application/Web Servers: Familiarity with Tomcat, Apache, and IIS environments.
- Workflow Analysis: Understanding of application monitoring, workflow tracking, job flow analysis, and session monitoring.
- Automation & Scripting: Basic scripting skills using Linux Shell, PowerShell, or Python to support operational tasks, troubleshooting, and process automation.
- Documentation & Service Management: Experience using Jira, ServiceNow, Confluence, and SharePoint for incident, problem, change, and knowledge management activities.
- Job Scheduling: Familiarity with AutoSys or similar enterprise scheduling tools used for batch processing and workflow management.
- Monitoring & Observability: Familiarity with monitoring tools such as Dynatrace, Splunk, and IR360 for alert monitoring, log analysis, incident investigation, and basic dashboard reporting.
Education:• Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience
The typical base pay range for this role is between $112k - $141k depending on job-related knowledge, skills, experience, and location. This role may also be eligible for certain discretionary performance-based bonuses 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, paid vacation, sick days, and holidays.
Our hybrid work schedule is four days on-site and work remotely one day per week.
For more information on our Total Rewards package, please click the link below.
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.
