Job Description

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we\xe2\x80\x99re 160,000 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\xe2\x80\x99s most trusted financial group, it\xe2\x80\x99s 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.

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We are seeking a highly motivated candidate for the position of IT Service Delivery Operations Lead with proven knowledge and implementation experience in digital transformation areas, IT Service delivery, NOC and Service Desk, Help Desk Operations.

The IT Service Delivery Operations lead drives the implementation of strategy for IT operations and IT service delivery. He manages resource allocation and develops operations implementation and maintenance engineers; scopes out policies and sets performance expectations. He identifies problems and presents new methodologies/solutions to key stakeholders to enhance and improve the delivery of IT operations and maintenance services. He has expertise in the planning, implementation and maintenance of systems across cloud, on premise, server and network infrastructure. He is familiar with the infrastructure deployment and IT service management processes, tools and methodologies. He is knowledgeable in both technical and business aspects of the organization\xe2\x80\x99s IT operations to bridge gaps and enhance collaboration between IT and functional teams. The IT Service Delivery Operations lead can address multi-faceted issues effectively to ensure systems are stable and secure. He adopts a methodical approach to managing resources and communicates well to his team and key stakeholders on the solutions developed.

The successful candidate will be part of a growing dynamic regional team providing business solutions for digital transformation projects. He will be supporting the Bank\xe2\x80\x99s initiatives, working with Team to refine IT service delivery practices, IT operations best practices in partnership with stakeholders from IT and Business functions.

As a key member of the team, he will also support other functions across strategy, process design, infrastructure & enterprise architecture, and IT operations.

Job Responsibilities:

• Manages the regional IT Operations team for Asia Systems organization reporting to the Head of Systems Service & Operations.
• Manages resources required for delivery between projects based and BAU
• Manages activities related to IT Operations and providing 24 hours monitoring, Service Desk and Help Desk and support
• Proven skills in providing a secure, compliant, robust, reliable, scalable and directs infrastructure support strategy and operations
• Oversees the day-to-day support of all production platforms to ensure the high availability, integrity, and confidentiality of the networks, servers, storage, telecommunications services and information
• Ability to articulate and clearly communicate complex problems and solutions in a logical manner
• Conduct regular performance reviews, set clear objectives, and manage any personnel issues.
• Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
• Drive efficient and automation with regards to service delivery and operations
• Solid planning skills, able to high risks and opportunities in a delivery and devise mitigation strategy
• Able to develop good execution plans, work breakdown structure, stakeholder,

management and communication, test strategy and implementation plans * Able to be a strong driver and ownership of project milestone, risk and issues

• Review and ensure Systems Management Procedures are adhered to, follow up with respective parties to ensure compliance and governance.

• Oversee the preparation of communications and make presentations to stakeholders on opportunities and constraints of processes and systems.
• Regularly review and analyze service metrics to identify areas for improvement.
• Implement processes and best practices to improve efficiency and user satisfaction.
• Engage with department heads and senior management to align IT services with business needs.
• Provide regular updates on service desk performance, outages, and major incidents.
• Coordinate and oversee training sessions, ensuring the team remains current with technologies and best practices.
• Oversee or participate in IT projects, ensuring service desk readiness for new systems or changes.

Job Requirements:

• Min 12+ years of experience in IT project management, IT service desk/call centre operations, IT Operations, Data Centre operations and Bank\xe2\x80\x99s IT Infrastructure.
• A career history that includes leading an IT Operations or a similar IT management role. Candidate has exposure and experience on IT ServiceNow, AI Chatbot or virtual assistance for self-service, IT contact Centre solution.
• Having bank IT operation and good understanding of IT Operations.
• Candidate must be customer/users oriented that enable organizations to deliver personalized customer experiences, improve customer/users\xe2\x80\x99 satisfaction.
• Be analytical and applies critical thinking toward examining systems and design requirements, open-minded and innovative in exploring new and alternative solutions to optimize systems, arriving at sound decisions and solutions.
• Deep dive, problem solving, RCA and systemic thinking to reach to the cause of issues. Analytical and problem-solving abilities.
• A strong leader who is able to communicate his/her ideas persuasively and sustain positive relationships with team members and other stakeholders.
• Experienced in working with and growing geo-distributed teams will be an advantage
• Minimum B.S in Computer Science, Finance, Business, MIS or related degree

We regret to inform that only shortlisted applicants will be notified.

MUFG Bank Ltd & MUFG Securities Asia Limited (collectively referred to as \xe2\x80\x9cMUFG\xe2\x80\x9d) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.

MUFG