Job Description

Overview

The purpose of the IT Major Incident Manager role is to manage the recovery activities and communication of all Major IT incidents, including all stakeholder communications, driving IT teams to restore service (both internal and external providers), producing key Incident artefacts such as Incident Reports

Key Accountabilities and Main Responsibilities

Strategic Focus
Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult. Operational Management
Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance. Continual Incident Management related education for Process Practitioners and the Business (both formal and informal). Developing, analyzing and the timely delivery of insightful Incident Management related reports. Conduct post Incident Reviews between IT and the Business. Management and continual improvement of the Major Incident Management process (shared responsibility) Managing the recovery activities and communication of all Major IT incidents within customer centric SLA's. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered. People Leadership
Leading 'War Rooms' during Major IT Incidents. Governance and Risk
Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities. Governance across all Incident priorities (SLA performance, quality, and process adherence)

Experience & Personal Attributes

Experience working in an IT department of a large enterprise organization with complex systems and infrastructure Excellent working knowledge of reporting tools, meta-data, metrics, and analysis Highly motivated with strong leadership skills Proven knowledge of Service Level Management & ITIL frameworks Ability to interact in a professional manner and build relationships with a broad range of people Experience in performing the Major Incident Management function Expert in communication and facilitation skills with internal and external customers at all levels Ability to work under pressure & prioritize appropriately Excellent planning and organizational within multi-tasking environment An understanding of IT infrastructure and Applications Third Party Vendor management Ability to effectively manage time, priorities work, multi-task across many issues Outstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately. Ability to co-ordinate several teams to resolve incidents. Essential Qualifications
ITIL Foundation Certificate (minimum) ITIL Operational Support & Analysis (preferred) Tertiary qualifications or equivalent working experience Minimum 2 to 3 years in a similar position

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.


A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.



India Hub is a central part of MUFG's transformation program, which has rapidly expanded over the past 5 years to nearly 1100+ employees, to provide services to our clients across two of our businesses. We have offices in Mumbai and Pune.
India Hub has allowed us to streamline our operations and forms one of our global centres of excellence. This has allowed us to focus our skillsets, innovate our current operations and create new capabilities for the future. The Hub has been designed to support flexible operations processing our three businesses - Retirement Solutions, Corporate Markets and Investor Services. In addition, our Global Functions team provide centralized expertise and support--like HR, Finance, and IT--to ensure consistency, efficiency, and strategic alignment across all business units.
At India Hub, we are building a dynamic, client-focused, caring, and inclusive culture based on entrepreneurial spirit, effective risk management, empathy, and trust, underpinned by core values. We work collaboratively, supporting and valuing the talents and perspectives of our people, and promoting a flexible work environment where their wellbeing is prioritized. We believe diversity drives better client outcomes, improvement, and growth.
Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential. Candidates must have the relevant work rights. Successful applicants must complete background screening before employment.