IT Operations and Service Delivery Associate, AVP

MUFG • Jersey City, NJ

3d • $98,000 - $165,000 • Hybrid

About The Position

The IT Operations and Service Delivery Associate is an experienced individual-contributor role supporting MUFG’s Service Delivery Operations function. The position provides hands-on technical operations support and executes IT Service Management processes while contributing to operational analytics, monitoring improvements, automation, and service-improvement initiatives. It focuses on developing deeper operational knowledge while improving service quality, process maturity, production-support readiness, and operational stability across application and infrastructure environments.

The role requires extensive IT Operations knowledge, particularly in ITSM, Application Operations and Support, batch operations, SLA management, critical-path analytics, event management, monitoring and observability, operational reporting, and production-support governance. The Associate works with application, infrastructure, operations, and management teams to analyze recurring issues, validate service metrics and trends, support technical projects, improve processes, and ensure adherence to established procedures. The position may support technologies including ServiceNow, Jira, Confluence, CA7, Autosys, Sterling/File Transmission platforms, Dynatrace, monitoring systems, and Microsoft Office tools. Scripting, workflow automation, and data analysis are used to support operational improvement opportunities.

The role follows a hybrid schedule: four days per week at an MUFG office or client site and one day working remotely. The typical base pay range is $110,000–$165,000 in New York/New Jersey and $98,000–$158,000 elsewhere, depending on job-related knowledge, skills, experience, and location. The position may also be eligible for discretionary performance-based bonus and/or incentive compensation. MUFG’s Total Rewards program includes health and wellness benefits, retirement plans, educational assistance and training, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays.

Requirements

• Experience in enterprise IT operations, application support, monitoring practices, and technologies required for reliable IT service delivery.
• Strong applied understanding of ITSM principles and Service Operations, including Incident, Change, Problem, Event, Request, and Service Level Management.
• Experience analyzing production-support trends, recurring issues, operational risk, batch failures, ticket volumes, SLA performance, and service-health indicators.
• Foundational understanding of Production Batch Scheduling, Transmission Services, Application Support, and Critical Path Operations, with willingness and ability to develop deeper capability.
• Exposure to, or ability to learn, support-function applications and tools such as CA7, CA Autosys, Sterling/File Transmissions, ServiceNow, Jira, Confluence, Dynatrace, and operational monitoring systems.
• Experience supporting monitoring and event-management processes, including alert analysis, escalation practices, notification review, and operational noise reduction.
• Experience preparing, validating, and interpreting KPI reports and operational metrics for multifunctional technology teams.
• Experience in process documentation, runbook creation, data analysis, technical troubleshooting, and operational-procedure improvement.
• Ability to support technical projects and apply project-management practices to operational initiatives, service transitions, readiness reviews, and issue remediation.
• Ability to work with Application Management, Infrastructure Teams, Operations Teams, Senior Managers, and Line Managers in a heavily matrixed environment and influence technical improvement.
• General knowledge of IT infrastructure architecture, capability planning, application-support models, and large-scale enterprise infrastructure integration.
• Strong written and verbal communication skills, including the ability to explain technical issues, operational risks, and recommended actions clearly.
• Proficiency in Excel, Word, PowerPoint, and operational reporting tools.
• Bachelor’s degree in Computer Science or a closely related discipline, or an equivalent combination of formal education and experience; the posting also identifies a bachelor’s degree in computer science, Information Technology, Engineering, or Business Administration, or equivalent work experience.
• Five to seven years of IT Operations, Application Support, Production Support, Service Delivery, or related technology operations experience.

Nice To Haves

• Knowledge of AWS concepts, hybrid infrastructure-support models, and cloud/on-premises operational processes.
• Scripting, automation, workflow-improvement, or data-transformation experience, including PowerShell, SQL, Power Automate, or similar tools.
• Power BI experience; it is beneficial but not required as a primary responsibility.

Responsibilities

• Support day-to-day IT operations, application support activities, troubleshooting, and service-improvement initiatives.
• Execute and improve ITSM processes, including Incident, Change, Problem, Event, Request, and Service Level Management.
• Analyze operational performance, SLA results, ticket trends, and service metrics to identify improvement opportunities.
• Support monitoring, event management, observability, and operational-health initiatives to improve visibility and reduce operational risk.
• Assist with batch operations, critical-path analysis, and production-support activities while developing knowledge of supporting technologies and platforms.
• Identify automation opportunities and process improvements that reduce manual effort, recurring issues, and operational inefficiencies.
• Prepare operational reporting, KPI analysis, and management insights to support decision-making.
• Create and maintain documentation, runbooks, procedures, and knowledge-management content.
• Support technical projects and operational initiatives through planning, coordination, testing, implementation, and issue-resolution activities.
• Support technical program and project efforts, analyze recurring operational issues, validate metrics and service trends, and ensure adherence to established procedures.
• Work with application teams, infrastructure partners, operations teams, and management to carry out service improvements aligned with MUFG objectives.

Benefits

• Comprehensive health and wellness benefits
• Retirement plans
• Educational assistance and training programs
• Income replacement for qualified employees with disabilities
• Paid maternity and parental bonding leave
• Paid vacation
• Paid sick days
• Paid holidays
• Potential eligibility for discretionary performance-based bonus and/or incentive compensation

What This Job Offers

• Job Type: Full-time
• Career Level: Senior