Analyst, Information Technology System Operation Department (Contract)

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

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 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’s most trusted financial group, it’s 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.

Purpose of the Job

Manages configuration and operation of all systems in Information Technology System Operation Department, provide support of system trouble occurrence, support for change management in production environment, and assure operation in Information Technology System Operation Department comply with regulation and standard policy.

Primary Responsibilities

• Undertake daily administration, including monitoring system performance, review user id log of the respective system, ensuring successful backup, production developing/implementing disaster recovery plans and managing configuration of all equipment in production, backup and DR environment.
• Conduct system administration of MUFG's system and Information Technology System Operation Department supporting tools.
• Develop recommendations for continuous improvement and support any departmental project and initiatives implementation including but not limited to oversee requests, incidents and problems and manage and act as escalation point for incidents and urgent and complicated support issues including develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Develop strategies for improvement to make Service Desk the single source of truth and service delivery channel for IT and manage phone queue.
• Support in managing the risk profile for the department including but not limited to support IT infrastructure that maintain the highest levels of reliability and availability and enhance network security.
• Develop recommendations for continuous improvement and support any departmental project or initiatives implementation including but not limited to develop expertise to train staff on new technologies.
• Control spending of IT cost in effectively and efficiently manner, yet to keep the consideration of system quality and stability.
• Deliver extraordinary customer service to enhance function's reputation and meet customer's expectations including but not limited to build an internal wiki with technical documentation, manuals and IT policies and support operation of MUFG's system.

General Requirement

EDUCATION
• Degree or equivalent work experience equally preferable.
• Undergraduate degree in computer science, information technology or any engineering field.

WORK EXPERIENCE
• Experience in IT delivery services across a large organization required
• Experience in the banking or finance industries preferred.
• Experience in a highly regulated industry preferred.
• Knowledge of IT Service Management (ITSM) framework
• Functions include but not limited to supporting Windows OS, MS Office/O365, end user computer systems, hardware, software, application, MDF/IDF, VoIP, network, WLAN, server, BYOD and VDI.

FUNCTIONAL SKILLS
• Proficiency with ServiceNow ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis
• Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration
• Experience in collaborating with offshore and other IT infrastructure teams
• Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration
• Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop administration
• Proficiency with command line, PowerShell, and comprehension of scripting commonly used in Windows environments for purpose of understanding expected behaviors and troubleshooting issues
• Proficiency in network fundamentals: TCP/IP, DNS, VPN, firewalls, proxies, Wi-Fi, VoIP, application of 802.1x protocol, and ability to troubleshoot network issues from endpoints within this scope
• Proficiency in troubleshooting Microsoft Windows operating systems
• Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue
• Proficiency in administering and troubleshooting print services through printer servers and direct to IP printing
• Proficiency in administering Network file sharing including drive mapping, permissions, and troubleshooting
• Familiarity with Linux / Unix is a plus
• Remote access/support tools: RDP, VDI Shadowing, Bomgar or similar remote support applications, and PsExec
• Familiarity supporting VPN issues
• Familiarity supporting multi-factor authentication (RSA, MS MFA, etc.)
• Familiarity with home network troubleshooting
• Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue
• Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration
• Experience in collaborating with offshore and other IT infrastructure teams

FOUNDATIONAL SKILLS
• Communicates effectively
• Identifies multiple paths to success through the development of analytical, critical thinking, and decision-making skills
• Exercises sound judgement and strives for continuous improvement
• Demonstrates optimism, resilience, flexibility, and openness to others' ideas
• Learns while doing
• Actively listens and asks thoughtful questions
• Leverages available technology to achieve efficiency and results
• Engages inclusively and with intent
• Always acts with integrity
• Analytical thinking
• Iterative problem-solving
• Serving as a trusted advisor
• Ability to work effectively both independently and as part of a team

Mitsubishi UFJ Financial Group (MUFG) 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.