Job Description

About MUFG Global Service (MGS)
MUFG Bank, Ltd. is Japan's premier bank, with a global network spanning in more than 40 markets. Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to businesses, governments, and individuals worldwide. MUFG Bank's parent, Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the world's leading financial groups. Headquartered in Tokyo and with over 360 years of history, the Group has about 120,000 employees and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management, and leasing.The Group aims to be the world's most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers, serving society, and fostering shared and sustainable growth for a better world. MUFG's shares trade on the Tokyo, Nagoya, and New York stock exchanges.For more informat

About Us:
MUFG Bank, Ltd. is Japans premier bank, with a global network spanning in more than 40 markets. Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to businesses, governments, and individuals worldwide. MUFG Banks parent, Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the worlds leading financial groups. Headquartered in Tokyo and with over 360 years of history, the Group has about 120,000 employees and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management, and leasing. The Group aims to be the worlds most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers, serving society, and fostering shared and sustainable growth for a better world. MUFGs shares trade on the Tokyo, Nagoya, and New York stock exchanges.
MUFG Global Service Private Limited:
Established in 2020, MUFG Global Service Private Limited (MGS) is 100% subsidiary of MUFG having offices in Bengaluru and Mumbai. MGS India has been set up as a Global Capability Centre / Centre of Excellence to provide support services across various functions such as IT, KYC/ AML, Credit, Operations etc. to MUFG Bank offices globally. MGS India has plans to significantly ramp-up its growth over the next 18-24 months while servicing MUFGs global network across Americas, EMEA and Asia Pacific
About the Role
Position Title: Data Platforms Site Reliability Engineering Team Lead
Corporate Title: Vice President
Location: Bengaluru
Job Profile
Position details
Human Skills:

• Identify and recruit individuals with the required soft skills, technical skills, experience and potential to grow professionally.
• Team Building - Ability to start team building from scratch.
• Provide mentoring, and develop training programs focused on soft skills, technical skills, and team building.
• Work with the team to improve communications and building effective relationships with other teams in the Bank.
• Foster a culture of collaboration and inclusivity.

Organizational Skills:

• Design and implement automated procedures to replace manual processes to improve organizational efficiency.
• Continuously evaluate workflows and processes to ensure optimal performance and reliability.
• Develop and manage documentation systems, including standard operating procedures (SOPs) and workflow guides.
• Identify and escalate or address barriers to productivity.
• Provide the team with opportunities for personal and professional growth.
• Organization Maturity - Talent enablement & organization capabilities maturity through automation talent.

Education:

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field. Relevant certifications (ITIL, etc.) will be given preference.

Roles and Responsibilities:
Technologies to be supported:

• Data Platform technologies supported by this team include - Oracle, Oracle RAC, SQL Server, DB2/LUW, AWS RDS, AWS Aurora PostgreSQL, AWS Redshift, Informatica, AWS Glue, Snowflake/Databricks, PowerBI, Tableau & Business Objects.

Team Leadership & Management:

• Lead and mentor an offshore operations support team, ensuring effective collaboration, knowledge sharing, and professional growth. Provide direction on incident resolution, prioritize tasks, and manage team workload to ensure operational efficiency.

Incident Management & Resolution:

• Oversee the identification, analysis, and resolution of critical production incidents. Ensure that issues are addressed in a timely manner, and root causes are identified and addressed to prevent recurrence. Coordinate escalation procedures, as necessary.
• 24/7 Production Support:
• Manage a team that provides round-the-clock production support, ensuring that incidents, outages, and performance issues are resolved quickly to minimize downtime and service disruption.

Change Management:

• Lead the change management process for production environments, ensuring all changes are tracked, implemented, and verified. Work with development and infrastructure teams to ensure smooth deployments and rollouts without compromising system stability.

Service Level Agreement (SLA) Compliance:

• Ensure the team meets or exceeds SLA targets for incident resolution, response time, and system uptime. Track performance metrics and provide reports to management on the team's performance and any challenges faced.

Problem Management & Root Cause Analysis:

• Coordinate and lead root cause analysis (RCA) for major incidents and recurring issues. Collaborate with cross-functional teams to implement long-term fixes and improvements to production systems. Involve vendor support when required to identify root cause and remediation plans. Participate in Problem Management calls to present root cause and remediation plans.

Proactive Monitoring & Preventative Maintenance:

• Implement and oversee proactive monitoring systems to detect potential issues before they affect production environments. Ensure regular health checks, capacity planning, and preventative maintenance are performed on critical systems. Analize incident trends for service improvement and monitoring customization.

Collaboration with Cross-functional Teams:

• Work closely with developers, DevOps, infrastructure, and other IT teams to ensure smooth integration between the database and data integration platforms and applications. Serve as a liaison between the remote support team and onshore teams or stakeholders.

Process Improvement & Documentation:

• Continuously evaluate and optimize production support processes to improve efficiency, reduce incident frequency, and enhance team performance. Maintain clear, up-to-date documentation for incident resolution, troubleshooting, and operational procedures. Manage and create knowledge document/SOP and its repository. Ensure that staff follows SOPs.

Risk and Incident Communication:

• Maintain clear, concise communication with internal stakeholders and clients regarding major incidents, outages, and ongoing resolutions. Provide timely updates during critical incidents and ensure post-incident reviews are conducted to identify lessons learned.

Job Requirements:
Qualifications:

• 15 plus years of experience in IT operations or production support, with at least 5 years in a leadership or management role.
• Proven experience managing an offshore production support team and handling high-impact incidents in a 24/7 production environment.
• Strong background in incident management, troubleshooting, root cause analysis, and problem management.
• Strong understanding of ITIL framework and IT operations best practices.

Technical Skills:

• Strong understanding of AWS cloud database environment.
• Experience with (SQL, Oracle, DB2, RDS, Aurora, Redshift, Informatica, Glue, etc.).
• Strong communication skills, with the ability to interact with both technical and non-technical stakeholders.
• Proficiency in incident management and ticketing tools (e.g., ServiceNow, Jira, etc.).
• Excellent troubleshooting and problem-solving skills in production environments.
• Proficient in production support tools and monitoring systems.

Personal Attributes:

• Strong organizational skills and the ability to prioritize tasks in high-pressure situations.
• Ability to manage multiple incidents or projects simultaneously without compromising quality or deadlines.
• High degree of initiative, ownership, and accountability.
• Adaptability to work in a dynamic and changing environment with a global team across time zones.
• Leadership and team management skills, with the ability to motivate and manage teams effectively.