Key Responsibilities
Technical Support: Provide Level 1 and Level 2 application support for customer-facing and back-office payment processing systems, ensuring timely issue resolution and minimal disruption to business operations.
Incident Management: Participate in the investigation, resolution, and documentation of production incidents in accordance with established SLAs. Assist in incident bridge calls and collaborate with business, development, and infrastructure teams during issue resolution.
System Monitoring & Reliability: Monitor application health, transaction processing, and system performance using established monitoring tools, escalating issues as required.
Problem Analysis: Assist in identifying root causes of incidents and contribute to corrective and preventive actions to reduce recurring issues.
Cross-Functional Collaboration: Work closely with developers, business analysts, infrastructure teams, and operations stakeholders to support ongoing projects and operational initiatives.
Vendor Coordination: Support troubleshooting efforts involving third-party vendors and external partners by gathering logs, evidence, and technical information.
Performance Monitoring: Analyze system alerts, transaction failures, and operational metrics, and recommend improvements to enhance application stability and performance.
Documentation & Knowledge Management: Maintain support documentation, operational procedures, runbooks, and knowledge articles to ensure effective knowledge sharing and operational readiness.
Compliance & Security: Follow established security standards, audit requirements, and operational procedures while supporting payment processing applications.
Operational Support: Participate in change implementation, release activities, disaster recovery exercises, and continuous improvement initiatives.
Stakeholder Communication: Provide timely updates on incidents, service disruptions, and maintenance activities to support effective communication across technology and business teams.
Qualifications
4+ years of relevant experience in application support, business analysis, or related technology roles.
3+ years of Business Analyst experience is a plus.
Technical Knowledge: Working knowledge of banking applications, APIs, and application integration concepts.
Problem-Solving Skills: Ability to troubleshoot technical issues, analyze root causes, and collaborate with team members to resolve production incidents.
Communication Skills: Strong verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
Adaptability: Comfortable working in a fast-paced environment and managing multiple priorities.
Understanding of web and application server technologies.
Tools & Technologies: Familiarity with monitoring and observability tools (e.g., Splunk, Dynatrace), SQL, Java, Spring Boot, Kafka, REST APIs, OpenShift, and scripting languages such as Python and Shell for application support, troubleshooting, and automation.
Demonstrates a strong learning mindset, customer focus, and commitment to operational excellence.
Key Domain and Technical Knowledge
Domain: Exposure to Financial Services, Banking, Payments, or Capital Markets applications.
Operating Environments: Basic to intermediate knowledge of Windows, Linux, AWS, OpenShift, and ROSA platforms.
Databases: Working knowledge of Oracle, DB2, and Microsoft SQL Server, including SQL query writing, data analysis, and troubleshooting.
Application/Web Servers: Familiarity with Tomcat, Apache, and IIS environments.
Workflow Analysis: Understanding of application monitoring, workflow tracking, job flow analysis, and session monitoring.
Automation & Scripting: Basic scripting skills using Linux Shell, PowerShell, or Python to support operational tasks, troubleshooting, and process automation.
Documentation & Service Management: Experience using Jira, ServiceNow, Confluence, and SharePoint for incident, problem, change, and knowledge management activities.
Job Scheduling: Familiarity with AutoSys or similar enterprise scheduling tools used for batch processing and workflow management.
Monitoring & Observability: Familiarity with monitoring tools such as Dynatrace, Splunk, and IR360 for alert monitoring, log analysis, incident investigation, and basic dashboard reporting.
Education
Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience
The typical base pay range for this role is between $112k - $141k depending on job-related knowledge, skills, experience, and location. This role may also be eligible for certain discretionary performance-based bonuses and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes 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, sick days, and holidays.
Our hybrid work schedule is four days on-site and work remotely one day per week.
For more information on our Total Rewards package, please click the link below.
MUFG Benefits Summary
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance, (ii) the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, (iii) the Los Angeles County Fair Chance Ordinance, and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act, and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA). The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of conditional offer of employment, if any.
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 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 on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.
