Job highlights

- 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

- Experience &
- Personal Attributes

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

Overview The purpose of the IT Senior 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 SLAs

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

Coaching and mentoring the junior MIMs in the team

People Leadership

Mentoring the junior MIMs and guide them in their BAU

Represent war rooms during major incidents

Provide accurate reporting to the senior management

Governance &

- 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

8 + yearsexperience 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 Major incident management 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

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 workplace 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

📌 Senior Major Incident Manager (Mumbai)
🏢 MUFG Pension u0026 Market Services
📍 Mumbai