Major Incident Manager, VP

Mitsubishi UFJ Financial Group•Jersey City, NY

3d•Hybrid

About The Position

MUFG is seeking an experienced Major Incident Manager (MIM) to lead the response, coordination, and recovery of critical technology incidents across our Banking and Securities businesses. This is a senior operational leadership role responsible for driving rapid service restoration, and stakeholder communications during high-severity production events. The ideal candidate combines strong ITIL-based service management expertise with deep banking technology experience, exceptional communication skills, and the ability to lead under pressure during mission-critical situations. Experience leveraging AI-assisted operational tools such as Microsoft Copilot and intelligent triage solutions is highly desirable. This position plays a key role in maintaining operational resilience, protecting client services, and minimizing business disruption across a complex financial services environment.

Requirements

Strong experience managing major incidents within a Banking, Capital Markets, Securities, or Financial Services environment.
Proven ability to lead critical incident bridges involving multiple technical teams and executives.
Active ITIL 4 Foundation Certification (minimum requirement).
Demonstrated experience working within enterprise IT Service Management (ITSM) frameworks.
Excellent written and verbal English communication skills with the ability to communicate effectively to technical and non-technical audiences.
Exceptional decision-making, prioritization, and crisis management abilities.
Strong understanding of production support, infrastructure operations, and enterprise application environments.
Fast, clear, and professional English fluency.
Calm and decisive leadership during high-pressure situations.
Strong facilitation and meeting management skills.
Ability to synthesize complex technical information into executive-level messaging.
Excellent organizational and stakeholder management capabilities.

Nice To Haves

Experience with AI-assisted operations, including: Microsoft Copilot, Intelligent incident triage, Automation and operational analytics, AI-driven knowledge management
Knowledge of cloud infrastructure, particularly AWS and hybrid enterprise environments.
Familiarity with Service NOW.
Familiarity with monitoring and observability platforms such as Splunk, Dynatrace, AppDynamics, or similar tools.
Experience supporting regulatory, operational resilience, and audit requirements within the financial sector.
Understanding of Change, Problem, and Service Level Management processes.
Preferred typing speed of 45+ WPM.

Responsibilities

Lead and manage Severity-1 (P1) and other critical production incidents impacting banking and securities platforms.
Serve as the Incident Commander during enterprise technology outages and service disruptions.
Coordinate technical command centers, and bridge calls to accelerate recovery efforts.
Assist with prompt engagement of application, infrastructure, network, cloud, cybersecurity, and vendor support teams.
Drive incident restoration activities while maintaining focus on business impact and service recovery priorities.
Provide concise, executive-level communications to technology leadership, business stakeholders, and senior management.
Deliver timely incident updates, text messages, white board creation and updates.
Ensure alignment with ITIL Incident Management and Major Incident Management processes.
Join post-incident reviews, lessons learned, and problem management meetings, time permitting.
Support operational resilience initiatives and continuous improvement programs.
Maintain accurate timelines, decision logs, and incident documentation.
Collaborate across Banking, Securities, Infrastructure, Cloud Engineering, Cybersecurity, NOC, Service Desk, and Vendor Management teams.
Manage third-party vendors during incidents and ensure accountability for resolution activities.
Develop trusted relationships with business and technology leaders.