Vice President, Network and Voice Operations Team Lead

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.

Mitsubishi Financial Group, Inc. (MUFG) is one of the world’s leading financial groups. Headquartered in Tokyo and with over 360 years of history, MUFG has a global network with around 3,000 offices in more than 50 markets. The Group has over 180,000 employees, and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management and leasing.

Responsible for managing and maintaining all network and voice related technologies in EMEA as well as internationally for the Securities business.

MAIN PURPOSE OF THE ROLE

• Manage, maintain, support, develop and set strategy for all network and voice technologies across EMEA and internationally for Securities as directed by line management.
• Manage network and voice services and related applications.
• Manage and deliver roadmaps and end to end life cycle management of all assigned network and voice related products and technologies as directed by line management.
• Manage the installation and support of the company’s structured network cabling.
• Manage the production environment to ensure it meets agreed service standards, SLAs and KPIs.
• Responsible for providing defined metrics, reporting data and KPI’s in support of mandatory, cyclical departmental level reporting; on time and to quality.
• Verify that all design and implement changes follow the change control procedure.
• Participate in relevant audit investigations and assessments as required by line management.
• Responsible for addressing associated findings, executing corrective actions plans and implementing recommendations as required by line management.
• Responsible for providing appropriate levels of business support to end users.
• Ensuring work is maintained within agreed service and operating level agreements.
• Responsible for ensuring sufficient capacity is available to accommodate expected growth.
• Responsible for ensuring new services are documented and deployed with BCP/DR in mind.
• Creation and maintenance of comprehensive network and voice diagrams and documentation.
• Ensure IT controls are in place to mitigate all risks associated with network and voice technologies.
• Support and partner with both the Infrastructure Control function and the IT Risk, Security and Control department in defining new policies and procedures covering all areas of responsibility.
• Responsible for managing compliance to policies, standards and procedures for areas within remit.
• Responsible for the delivery of the programs and projects that support the core Infrastructure as requested by line management.
• Responsible for delivery of all network and voice technologies to all the other programs of change as requested by line management.
• Work across all areas of IT to ensure the network and voice team provides necessary capabilities to all other teams.
• Required to carry out the responsibilities of the role in accordance with company policy/procedures and as directed by line management.
• Responsible for people management, where applicable.
• Responsible for building strong relationships across the Bank and Securities and with other Bank and Securities functions and business areas, underpinned by trust and the core values of the Bank.

KEY RESPONSIBILITIES

• Service Execution: Ensure a highly available, reliable and performant network and voice environment is maintained and supported to meet the businesses’ needs for availability, performance and control using a 24 x 7 support model.
• Ensure the network and voice architecture aligns to defined standards.
• Ensure that the network and voice team resolves related requests and issues in line with expectations and as coordinated by the Service Desk.
• Ensure that performance of service delivery is tracked and managed through pre-agreed KPIs.
• Ensure that all programme‑aligned works are planned and delivered in line within agreed timelines and budgets.

Vendor Management: Provide subject matter expertise and input into the procurement process, including contract review and approval (where relevant), coordinating with other EMEA IT functions and the procurement team. Manage operational vendor relationships to drive strategic values e.g. service quality whilst aligning with the wider EMEA IT strategic objectives, leveraging KPIs when appropriate. Regularly review their operational delivery standards against pre‑defined KPIs.

People Management: Direct and manage staff within the team to ensure that they understand the responsibilities applicable to their roles, comply with company policies and procedures, and contribute in a manner commensurate with company values. Actively manage performance, develop talent, identify key positions and persons and create sustainable success plans, as applicable. Oversee appropriate training is in place to fulfil current and future skill requirements. Lead and promote a dynamic, delivery driven culture that works alongside IT teams and business units to provide responsive resolutions and value driven solutions.

Risk Management: Identify key risks within the network and voice environment, assessing and mitigating those risks in accordance with the Control function and appropriate risk management framework. Monitor and control operational incidents across the team, identify root causes and implement the necessary controls and processes to prevent any recurrence.

Governance: Oversee the accurate reporting of all service standards for the team and network and voice systems with close coordination with the Planning and Service Management function. Ensure that the team operates in a controlled manner in accordance with the Control function; standards and procedures whilst adhering to all related security and compliance procedures. In conjunction with IT Risk, Security and Control, ensure that all regulatory requirements are fully complied with, including SOX and FFEIC assessments and appropriate defences and controls are in place to deal with all cyber risks.

Culture and Leadership: Actively participate in and promote the integration of Bank and Securities network and voice functions. Promote the MUFG values‑led culture which is inclusive and diverse. Promote a dynamic, delivery driven culture that works alongside Technology and Business units to provide responsive resolutions and value driven solutions. Collective leadership by example in relation to staff cyber education and awareness in order to embed a proactive cyber focused culture. Find ways to strengthen working relationships with stakeholders, including business teams. Lead by example in building relationships across the Bank, establishing a stronger peer network and helping to strengthen collaboration. Build strong relationships with internal and external stakeholders to understand industry best practice, influence change and promote technical credibility.

WORK EXPERIENCE

Essential:

• Solid experience of managing a network, firewall and voice function within a corporate institution.
• Solid experience of managing Cisco ACI based BAU and new Cloud platforms and connectivity.
• Solid experience of Meraki Wireless solution and SD WAN technologies.
• Solid experience of Checkpoint and PA firewalls with NGFW technology.
• Solid knowledge managing MS Teams Telephony and Cloud based SaaS platform.
• Solid knowledge managing and maintenance of call recording solutions (Dubber and Movious or equivalent).
• Solid knowledge of managing an IP Telephony, Trader Voice(IPC) function within a financial institution.
• Proven track record of delivering programs and projects on the core Infrastructure.
• Experience in dealing with new technologies to improve Infrastructure.
• Experienced in dealing with vendors and third party suppliers.
• Proven track record of managing teams and building effective partnerships with peers.
• Proven experience of managing a 24/7 production environment.
• Experience with comprehensive disaster recovery architecture and operations.

Beneficial:

• Experience of automating BAU tasks to achieve efficiency where possible.
• Experience of Monitoring systems like Solarwinds, Prime etc and generating required management reports.

SKILLS AND EXPERIENCE

Functional / Technical Competencies:

Essential:

• Extensive experience of implementing, upgrading, maintaining and monitoring network(LAN/WAN/DC ACI, MPLS) and new IP voice systems.
• Extensive experience of Cisco networking (routing and switching) experience.
• Extensive experience of Meraki Wireless solution and SD WAN technologies.
• Extensive experience of Checkpoint and PA firewalls with NGFW technology to guide BAU team.
• Extensive knowledge of MS Teams Telephony.
• Extensive knowledge of Call recording solutions like Dubber and Movious.
• Extensive knowledge of core network services. DHCP; DNS; NTP; etc.
• Extensive Knowledge of MPLS and WAN technologies.
• Extensive Knowledge of core voice services like ISDN, SIP and call recording etc.
• Extensive experience of IPC Connexus dealer board system.

Desirable:

• Knowledge of Cisco ASA Firewalls and any connect VPNs.
• Knowledge of load balancers Cisco Nexus technology.
• Knowledge of Cisco ACP (Tetration).
• Knowledge of Cisco IPT solutions and SIP.
• Knowledge of QoS for Voice over IP.
• Knowledge of ARC Switch Board or Luware for Teams.
• Knowledge of Cube/Voice‑Gateway/SBS, SIP telephony troubleshooting.

Education / Qualifications:

Essential:

• CCNP above or Equivalent Experience.

Preferred:

• Cisco CCIE or CCNP/CCDP/CCVP or above certification (or equivalent experience).
• Degree educated and / or equivalent experience.

PERSONAL REQUIREMENTS

• Excellent communication skills.
• Ability to manage constructive conflict effectively.
• Ability to build strong and lasting relationships across the bank.
• Results driven, with a strong sense of accountability, focused on business outcomes.
• Strong decision making skills, the ability to demonstrate sound judgement.
• A structured and logical approach to work.
• A creative and innovative approach to work.
• Excellent interpersonal skills.
• The ability to manage large workloads and tight deadlines.
• Excellent attention to detail and accuracy.
• A calm approach, with the ability to perform well in a pressurised environment.
• A confident approach, with the ability to provide clear direction to your team.
• Ability to lead a high performing team.
• A strategic approach, with the ability to lead and motivate your team.
• Conscientious, methodical and logical approach to work.

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. At MUFG, our colleagues are our greatest assets. Our Culture Principles provide a roadmap for how each of our colleagues must think and act to become more client‑obsessed, inclusive and innovative. They reflect who we are, who we want to be and what we expect from one another. We are excited to see you take the next step in exploring a career with us and encourage you to spend more time reviewing them!

Our Culture Principles

• Client Centric.
• People Focused.
• Listen Up. Speak Up.
• Innovate & Simplify.
• Own & Execute.