Analyst, Information Technology System Operation Department (Contract)

About the role

Join MUFG as an IT System Operation Analyst managing system configuration, performance monitoring, and support in a regulated banking environment. Ensure system reliability, security, and continuous improvement while delivering excellent customer service.

Role Purpose

• Manage configuration and operation of IT systems in the System Operation Department.
• Support system trouble resolution and change management in production environments.
• Ensure compliance with regulations and standard policies.

Key Responsibilities

• Monitor system performance and review user ID logs daily.
• Ensure successful backups and develop disaster recovery plans.
• Manage configuration of production, backup, and disaster recovery equipment.
• Administer MUFG systems and supporting IT tools.
• Handle incident escalation and develop escalation processes.
• Support risk management and enhance network security.

Continuous Improvement & Customer Service

• Recommend improvements and support departmental projects and initiatives.
• Train staff on new technologies and develop technical documentation.
• Control IT costs while maintaining system quality and stability.
• Deliver exceptional customer service to meet expectations.

Requirements

• Undergraduate degree in computer science, IT, or engineering preferred.
• Experience in IT delivery services in large organizations required.
• Knowledge of IT Service Management (ITSM) framework essential.
• Proficiency with ServiceNow ITSM, Microsoft Azure AD, Citrix, and network fundamentals.
• Experience with Windows OS, Microsoft 365 Suite, VPN, VoIP, and remote support tools.
• Strong communication, analytical, and problem-solving skills.