Service Desk Officer - Senior Analyst [T500-19055]

About Us:

MUFG Bank, Ltd. is Japan’s premier bank, with a global network spanning in more than 40 markets. Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to businesses, governments, and individuals worldwide. MUFG Bank’s parent, Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the world’s leading financial groups. Headquartered in Tokyo and with over 360 years of history, the Group has about 120,000 employees and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management, and leasing. The Group aims to be the world’s most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers, serving society, and fostering shared and sustainable growth for a better world. MUFG’s shares trade on the Tokyo, Nagoya, and New York stock exchanges.

MUFG Global Service Private Limited:

Established in 2020, MUFG Global Service Private Limited (MGS) is 100% subsidiary of MUFG having offices in Bengaluru and Mumbai. MGS India has been set up as a Global Capability Centre / Centre of Excellence to provide support services across various functions such as IT, KYC/ AML, Credit, Operations etc. to MUFG Bank offices globally. MGS India has plans to significantly ramp-up its growth over the next 18-24 months while servicing MUFG’s global network across Americas, EMEA and Asia Pacific.

Position:

This is a Regional Monitoring Centre / Service Desk Officer position that provides 24 x 7 supports. Staff assigned to support computer operation staff to perform shift works according to assigned tasks which include monitoring the infrastructure in the regional data centers, 1st level troubleshooting of network-related issue, daily scheduled computer jobs as well as monitoring daily activities and report unusual activities promptly as well as ticket management.

Working pattern:

Staff working pattern would be 3 days working-3 days week off – 3 days working with 12 hours of working per day where in shift would be rotational. Work location will be BCIT, Bengaluru. Shifts would 8AM to 8PM IST, 8PM to 8AM IST.

Job Responsibilities:

• Actively works in performing system, applications, network monitoring.
• Timely ticket-logging, escalation, progress updates till incident is resolved.
• Works closely with the resolver groups until resolution.
• Perform 1st level investigation and troubleshooting (e.g. VDI, Outlook, and Mobile devices).
• To support ad-hoc Health Checks activities.
• Perform some recovery work through established procedures.
• Notify customer in the event of an incident and maintenance activity.
• Documentation updated and improvement within computer operations.
• Ensure proper submission of reports.

Competencies Needed:

• Must have experience in administrative operations and have high proficiency in IT and computer skills.
• Previous experience working in NOC or Command Center will be an added advantage.
• ITIL knowledge with certification will be added advantage.
• Basics of SharePoint, MS-Power Platform (Power Automate, Power App) will be good to have.
• High degree of accuracy and detail orientation
• Excellent problem solving, coaching, and written and verbal communication skills.
• Strong leadership and teamwork skill with collaborative and diligent attitude
• Advanced IT and computer skills
• Excellent time management skills
• Good business acumen

Education level:

• Any undergraduate degree/above or equivalent post graduate diploma in IT related domain.

Experience:

• Minimum 5+ years of relevant working experience within NOC / Service Desk environment.