MUFG Union Bank Watch Desk Analyst 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 14,000 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.
The CCIM Watch Desk Officer, reporting to the Director of Crisis and Critical Incident Management, is the first line of defense for incident monitoring, management and escalation. This role monitors, tracks, conducts initial and continued risk assessment, provides initial issue socialization and continued communication to business line process owners and their direct management as necessary. The ideal candidate will able to identify a problem situation in its early stages which may potentially impact the organization; and be able to initiate and lead operational calls on all incidents of company-wide, facility, and regional impact. The position is full-time, requires to be part of a 24/7/365 work schedule and offers flexible work locations.
MUFG’s CCIM protects enterprise operations by operating a watch desk responsible for monitoring internal and external events that occur twenty-four hour/seven days a week. The watch desk serves as the focal point for managing and coordinating the initial and continued responses to incidents which may occur. The watch desk Analysts assume primary responsibility for monitoring events that have the potential to impact the company, its staff, facilities and the ability to provide customers bank services and products. The incumbent must possess a high degree of operational and information security awareness, discretion, and confidentiality.
The CCIM watch desk officer will be part of the first point of contact for problem resolutions, and helping to increase user satisfaction, reduce resolution time, and consolidate and standardize response support at the enterprise level.
Essential Job Functions :
Assume primary responsibility for monitoring and assessing potential impact of local and global events.
Ensure events that could potentially impact business lines, or the organization are escalated to the business process owner and business process Management when necessary in a timely manner.
Communicate and coordinate with the various resolver teams responsible for the incidents
Monitor/coordinate response to any local/regional/ national technology, infrastructure, operational, disaster related alarms.
Produce accurate communications in time sensitive situations.
Incidents may include natural disasters, demonstrations, terrorist threats, power outages, extreme weather.
In a crisis, be responsible for logging and reporting on the sequence of events, the resolver team’s response, generating reports, scribing meeting notes and assisting crisis management team as needed.
As necessary, field and escalate inquiries from business process owner and their management on regional event concerns.
Be able to work with resolver team like corporate security, technology, human resources, corporate communications and operation teams during incidents to report, monitor and communicate actions of resolver teams to solve problems and return activity to normal operations.
Monitors and analyze critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools.
Assist with major Incident calls (standing up conference calls, identifying appropriate stakeholder resources, documenting a timeline of events).
Preparing, updating, and reporting Situational Awareness to the CCIM program staff.
Program Design and Support
Assist in the creation, management and implementation of program policies, standards and guidelines.
Develop and deliver appropriate progress reports, proposals, and presentations.
Serve as a liaison between CCIM and other business continuity groups and other groups in which the CCIM program coordinates response efforts.
Conduct assessments of program successes and weaknesses and work with CCIM program to develop and implement program improvements.
Assist with the development and maintenance of standard operation monitoring procedures.
Perform trend analysis reports as requested
Conducts post incident review process and tracks corrective actions
Bachelors Degree preferable and/or 3 years working in an incident management. IT incident management preferred.
Proficient in word processing, spreadsheets, and desktop applications
Strong communication and interpersonal skills
Strong logic and analytical skills
Strong customer service skills and experience
Excellent oral and written communication skills
Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
Basic knowledge of ServiceNow or other IT Service Management System
Ability to operate under stress in a fast-paced environment.
Equally comfortable working independently or collaboratively on a project, often under compressed timelines.
Strong organizational and multitasking skills.
Highly responsive and proactive, able to own tasks from start to finish.
Maintain high level of attention to detail.
Experience with business continuity, information technology, mass communication, and horizon scanning tools and demonstrated ability manage them effectively.
General knowledge of crisis management processes and technology, including integration of operations/ command centers and related technology and applications into crisis management preparedness and response
Ability to work in a complex, highly regulated environment and effectively manage through influence
Multi-lingual capabilities a plus-special preference will be given to Spanish, Portuguese and Japanese
The above statements are intended to describe the general nature and level of the 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.
Primary Location: ARIZONA-Tempe
Schedule Full Time
Req ID: 10033023-WD