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. The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day.
A member of our recruitment team will provide more details. Job Summary: MUFG is seeking an experienced Major Incident Manager (MIM) to lead the response, coordination, and recovery of critical technology incidents across our Banking and Securities businesses. This is a senior operational leadership role responsible for driving rapid service restoration, and stakeholder communications during high-severity production events.
The ideal candidate combines strong ITIL-based service management expertise with deep banking technology experience, exceptional communication skills, and the ability to lead under pressure during mission-critical situations. Experience leveraging AI-assisted operational tools such as Microsoft Copilot and intelligent triage solutions is highly desirable. This position plays a key role in maintaining operational resilience, protecting client services, and minimizing business disruption across a complex financial services environment.
Key Responsibilities Major Incident Leadership Lead and manage Severity-1 (P1) and other critical production incidents impacting banking and securities platforms. Serve as the Incident Commander during enterprise technology outages and service disruptions. Coordinate technical command centers, and bridge calls to accelerate recovery efforts. Assist with prompt engagement of application, infrastructure, network, cloud, cybersecurity, and vendor support teams.
Drive incident restoration activities while maintaining focus on business impact and service recovery priorities. Stakeholder Communication Provide concise, executive-level communications to technology leadership, business stakeholders, and senior management. Deliver timely incident updates, text messages, white board creation and updates. Operational Resilience & Governance Ensure alignment with ITIL Incident Management and Major Incident Management processes.
Join post-incident reviews, lessons learned, and problem management meetings, time permitting. Support operational resilience initiatives and continuous improvement programs. Maintain accurate timelines, decision logs, and incident documentation. Cross-Functional Coordination Collaborate across Banking, Securities, Infrastructure, Cloud Engineering, Cybersecurity, NOC, Service Desk, and Vendor Management teams.
Manage third-party vendors during incidents and ensure accountability for resolution activities. Develop trusted relationships with business and technology leaders. Required Qualifications Strong experience managing major incidents within a Banking, Capital Markets, Securities, or Financial Services environment. Proven ability to lead critical incident bridges involving multiple technical teams and executives.
Active ITIL 4 Foundation Certification (minimum requirement). Demonstrated experience working within enterprise IT Service Management (ITSM) frameworks. Excellent written and verbal English communication skills with the ability to communicate effectively to technical and non-technical audiences. Exceptional decision-making, priori