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MUFG Union Bank Major Incident Manager, Vice President in Tempe, Arizona


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Major Incident Manager, Vice President

Job Summary

The individual demonstrates the capabilities of understanding highly technical Priority 1 incidents and be able to synthesize and communicate to not only IT leaders, but also communicate to Business leadership on the IMAC (Incident Management and Communication) calls and to the executive committee on the CCIM (Critical Crisis Incident Management) calls. They will have to be able to articulate incidents at the Risk and Governance execute meetings. The individual will also demonstrate the skills and knowledge to facilitate highly complex system and application Priority 1 Incidents independently with minimal management involvement. The ability to construct technical and business recovery scripts


  • Ensure incidents are advanced and facilitated to enable efficient and timely service restorations

  • Communicate with all levels of management regarding Priority 1 and Priority 2 incidents

  • Strong writing skills. The ability to construct technical and business recovery scripts

  • Support rotating on-call support for Priority 1 and 2 significant incidents (24x7)

  • Perform initial Priority assessments and mediate Priority assessment disputes

  • Independently facilitate highly complex Major P1 one incidents.

  • Facilitate the restoration of service and coordinate across multiple technical and business teams

  • Facilitate discussions and identify resulting action items.

  • Ensure the correct technical staff is working on an incident

  • Advance issues during the incident resolution

  • Execute and support the P1 wires/payments Red Button process.

  • Demonstrate the ability to articulate Major Incidents in an appropriate managerial level to the IMAC (Incident Management and Communication) (Business leadership) calls and CCIM (Critical Crisis Incident Management) (executive committee calls.

  • Gather RCSA (Risk and Control Assessment) requirements for Major Incidents.

  • Assist with improvements of incident process documentation & incident reports

  • Assist in measuring and improving, information and experience within incident management

  • Ensure strong, clear and effective communication across all partners

  • Ensure standards, tools and standard methodologies followed

  • Educate community about Incident Management services

  • Completes ad-hoc and ongoing projects on an as-needed basis


  • 5-10 years as a Change Manager / Continuous Improvement Leader

  • BA/BS degree or equivalent work experience; advanced degree preferred

  • May lead a team of direct reports

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Systems / Technology

Primary Location: ARIZONA-Tempe

Schedule Full Time

Shift Day

Req ID: 10029791-WD