Director, Head of Technology Resilience and Production Operations

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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.

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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.

Main Purpose of the Role The Head of Technology Resilience and Production Operations, Director is accountable for defining and executing the Technology Resilience and Production Operations strategy to strengthen MUFG's technological service stability, mitigating risks to business continuity whilst handling the complexities of the business landscape.

The role holder will work collaboratively with colleagues in EMEA and across the globe to create an Enterprise Technology Resilience and Production Operations Centre of Excellence platform function to further enhance resilience and existing production operations.

The Head will strengthen the resiliency and control landscape through the automation of embedded controls and with an agile approach to delivering resilience enhancements, improving service stability and security, increasing velocity and speed with the ability to commoditise on a global scale.

The role holder will heighten customer satisfaction by protecting revenue, safeguarding MUFG's reputation, and ensuring regulatory confidence.

The role holder will work with the Head of Digital Engineering Services and Solutions Department Head to deliver transformation through a reliable, robust, sustainable, scalable, and efficient operating model by leveraging best practices.

The role holder will be accountable for launching and promoting Technology Resilience and Production Operation offerings to MUFG business lines and for owning and leading the investment planning of Technology Resilience related projects and programmes measuring the effectiveness of these services delivered.

It is a leadership position integral to the Digital Engineering Solutions and Services Leadership team, maintaining compliance and regulatory obligations.

Key Responsibilities

• Plan & execute a comprehensive Technology Resilience and Production Operations strategy to scale and commoditise the platform while meeting regulatory obligations.
• Lead strategic direction of Technology Resilience, service design and delivery performance to protect the MUFG business and enable IT to respond to disruption while maintaining critical operations.
• Safeguard infrastructure and applications by proactively identifying, assessing and remediating security vulnerabilities.
• Define, lead and govern the Change and Release Management strategy across the enterprise, translating business strategy into technological action for stable digital transformation.
• Lead the strategic direction for Incident, Problem and Event Management to maintain operational resilience.
• Provide leadership on future tooling and technologies, promoting adoption within regions to support the ongoing modernisation of the Technology Resilience and Production Operations function.
• Own and manage cost and feasibility while planning and delivering Platform services.
• Manage the platform budget, licensing and vendor relationships to ensure cost efficiency, optimisation and ROI.
• Ensure relationships with EMEA Technology functions and business clients are actively managed to fully deliver to business requirements.
• Build and implement an Internationalised Centre of Excellence Platform ecosystem that is robust, secure and resilient.
• Oversee successful platform upgrades for the function.
• Shape the department's security posture while adhering to MUFG policies and procedures.
• Resolve platform escalations, prioritise resources and decisions on tooling, products and systems.
• Deliver high quality management information and dashboards that provide a comprehensive view of the estate.
• Design, implement and manage the Technology Resilience framework to ensure systems can adapt, recover and withstand disruption.
• Govern test and exercise of IT systems to maintain business resilience.
• Map and manage service design, acceptance and continuous performance of production operations.
• Establish documents and standards for availability, capacity, security and continuity.
• Track operational readiness for in scope projects.
• Define and enforce service acceptance criteria and conduct readiness assessments.
• Define KPIs and metrics (e. g. system uptime) and track performance against SLAs.
• Provide regular data for senior management, including KPIs, SLA and risk management.
• Conduct performance data analysis, identify bottlenecks and lead improvement initiatives.
• Conduct business impact analysis to identify vulnerabilities, critical assets and recovery objectives.
• Lead end to end Disaster Recovery exercises, including cyber attack simulations and infrastructure failures.
• Manage Incident, Problem and Event Management procedures and ensure resolution.
• Prioritise and communicate incidents to stakeholders, regulators and senior leadership.
• Facilitate post mortem analysis, root cause identification, and eradication actions.
• Drive a culture of continuous learning and incident reduction.
• Design and manage framework for technology changes and software releases.
• Execute the enterprise Change Advisory Board processes.
• Maintain forward schedule of change deployments, manage conflicts and ensure high availability.
• Coordinate release orchestration across complex deployment pipelines.
• Automate delivery pipelines to improve efficiency and reduce manual risk.
• Own and oversee health, performance and operational integrity of Platforms and products.
• Report on all KPIs/KRIs for the Platforms and products.
• Define, refine and communicate frameworks, policies and procedures.
• Identify and mitigate key risks in compliance with risk management framework.
• Ensure the function operates under standard procedures and security compliance.
• Translate regulatory and security requirements to business aligned cloud programme requirements.
• Track operational readiness for in scope projects and enforce service acceptance criteria.
• Lead large scale implementations, ensuring quality, security and compliance.
• Provide technical guidance, set delivery goals and reasonable timeframes.
• Interpret regulatory requirements and best practices for alignment with digital engineering programmes.
• Lead, champion and promote a culture of performance, growth and innovation.
• Develop team capabilities and manage performance.
• Identify key positions, create sustainable success plans and ensure training fulfilment.
• Promote a dynamic, delivery driven culture that works alongside business units.

Skills and Experience

• Strong understanding of IT resilience frameworks, Cloud Resilience, Operational Resilience, and critical service mapping.
• Proven experience setting and executing resilience strategy aligned to business priorities on an enterprise level.
• Experience leading responses to audits, regulatory reviews and resilience testing scenarios.
• Exceptional ability to influence senior stakeholders across CIO, Risk, Compliance, Audit and Business executives.
• Extensive and proven experience leading associated teams across regions to manage Incidents, Problems and Events.
• Developed and led large scale security and resilience initiatives and implemented best practices.
• Experience handling priority 1 system outages in global regulated environments.
• Proven record in root cause investigations and applying problem management methodologies.
• Proficient in trend analysis and statistical modelling to predict system failures.
• Extensive experience leading Event, Incident, Problem and Change management teams.
• Experience in infrastructure environments and cloud platforms (AWS, Azure, Oracle). High level understanding of platforms, operating systems and software lifecycles.
• Strong analytical and problem solving skills to analyze data and mitigate risk.
• Proficient in Service Now for Incident and problem tracking, analysis and reporting.
• Advanced proficiency in Service Now for Sec Ops, Change/Release, and automation.
• Excellent communication, interpersonal and leadership skills.
• Ability to remain calm, decisive, and structured under pressure.
• Desirable: ITIL 4, IVANTI LANDesk, Qualys, Splunk, Windows Server, RHEL/OEL Linux, Power Shell, Python, Cyber Ark PAM, Agile and Dev Ops methodologies, ISO22301, ISO/IEC 20000, CBCP, MBCI, Gen AI, Site Reliability Engineering principles.

Education / Qualifications / Technical Competencies

• ITIL 4
• Service Now, Jira Service Management
• Knowledge of IVANTI LANDesk, Qualys, Splunk, Windows Server/Desktop, RHEL/OEL Linux, Power Shell and Python scripting
• Familiarity with Cyber Ark PAM, Service Now Sec Ops, Vulnerability Response, Application Vulnerability Management
• Agile and Dev Ops Methodologies / Certifications
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