Analyst, Incident and Problem Analyst

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 role of MUFG Technology Resilience is to ensure that critical business services’ underlying processes, systems and applications are resilient and can, where possible, continue to be provided to service users even in the event of disruption.

MAIN PURPOSE OF THE ROLE 

We are seeking an Incident and Problem Analyst with a strong focus on ensuring resilience in line with regulation including Digital Operational Resilience Act (DORA) and Operational Resilience (SS1-21). This role is will support our organisation’s operational resilience of systematically managing and mitigating IT incidents, analysing root causes, and supporting/recommending the implementation of preventative measures to minimise disruptions. The successful candidate will work closely with cross-functional teams to ensure that IT processes, controls, and practices align with regulatory requirements, helping safeguard our digital platform and maintain compliance across all IT operations.

KEY RESPONSIBILITIES

The role holder will support the following:

Problem Management

Oversee the identification, classification, and root cause analysis of IT problems, implementing strategies to resolve incidents effectively and prevent recurrence.

Develop and maintain problem management procedures, including risk assessment, monitoring, and reporting, to optimise IT service continuity.

Manage a portfolio of IT problems, ensuring timely resolution, tracking of progress, and communication of impacts and solutions to relevant stakeholders.

Regulatory Compliance

Implement, maintain, and optimise controls and processes to ensure compliance with regulatory standards, focusing on operational resilience, ICT risk management, and security incident management.

Develop reporting mechanisms to track regulatory compliance, providing regular updates to senior management on potential risks, areas for improvement, and overall compliance status.

Liaise with regulatory and compliance teams to maintain a thorough understanding of regulatory requirements and proactively address any updates or changes to regulatory guidelines.

Incident Coordination & Response

In order to maintain exceptional standards to our clients, act as a point of escalation during major IT incidents both in and out of business hours; coordinating with cross-functional teams to resolve issues swiftly and with minimal business impact. This will be part of a 24 x 7 on-call team as required.

Conduct post-incident reviews to identify the root causes, key lessons, and potential improvements for future resilience.

Drive communication with stakeholders during major incidents, ensuring timely updates take place and align with internal and external communication standards.

Risk & Resilience Planning

Develop and maintain an IT risk register that aligns with regulation, documenting all risks, controls, mitigations, and responsibilities to safeguard digital operational resilience.

Work with the Operational Resilience teams to conduct regular resilience testing and scenario analysis to assess the effectiveness of controls and recovery strategies.

Recommend and implement changes to IT processes and architecture to enhance resilience, ensuring that problem management practices align with industry standards and regulatory requirements.

Continuous Improvement

Lead initiatives to improve IT service performance and resilience, leveraging insights gained from problem management activities to refine processes and enhance service reliability.

Develop and maintain a knowledge repository of known errors, workarounds, and incident playbooks, fostering a culture of proactive risk management.

Collaborate with IT operations, change management, and development teams to refine processes that improve system reliability and mitigate ICT risk.

The above responsibilities will be performed across both MUFG Bank and MUFG Securities EMEA plc under a dual-hat arrangement. Under the arrangement, the role holder will act and make decisions on behalf of both the bank and the securities business, subject to the same remit and level of authority, and irrespective of the employing entity.

WORK EXPERIENCE

The role holder will ideally have 3+ years of experience in IT Problem Management, Incident Management, or a similar role, with a demonstrated focus on regulatory compliance and IT resilience.

SKILLS AND EXPERIENCE

Functional / Technical Competencies:

• Technical Knowledge: Some understanding of regulation including DORA requirements, ICT risk management, and digital resilience best practices.
• Problem-Solving Skills: Exposure to root cause analysis, critical incident response, and problem-solving techniques to address complex IT issues.
• Regulatory Understanding: Some experience ensuring compliance with regulatory standards such as DORA, GDPR, or equivalent regulations in the financial/technology sector.
• Interpersonal Skills: Exceptional communication and collaboration skills to work effectively with cross-functional teams and drive compliance initiatives.
• Tools: Proficiency with ITSM tools (e.g., ServiceNow, JIRA), monitoring systems, and reporting platforms; experience with automation tools is a plus.

Education / Qualifications:

• Degree in Information Technology, Computer Science, Engineering, or a related field;
• Certifications in ITIL, CISM, or CRISC are a plus.
• Familiarity with frameworks such as ITIL, COBIT, or NIST Cybersecurity.
• Experience working in regulated environments, particularly in finance, insurance, or critical infrastructure sectors are a plus.

PERSONAL REQUIREMENTS

• Evidence of effective communication skills both written and verbal including presentations
• Strong analytical and problem-solving skills
• Excellent attention to detail and accuracy
• Results driven, with a strong sense of accountability
• An ability to operate with urgency and prioritise work accordingly
• A structured and logical approach to work
• Excellent  interpersonal skills
• Strong Microsoft Office skills
• Experience using JIRA to track project activities

We are open to considering flexible working requests in line with organisational requirements.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.

We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.