Analyst, Incident and Problem Analyst
Role details
Job location
Tech stack
Job description
We are seeking an Incident and Problem Analyst with a strong focus on ensuring resilience in line with regulation including Digital Operational Resilience Act (DORA) and Operational Resilience (SS1-21). This role is will support our organisation's operational resilience of systematically managing and mitigating IT incidents, analysing root causes, and supporting/recommending the implementation of preventative measures to minimise disruptions. The successful candidate will work closely with cross-functional teams to ensure that IT processes, controls, and practices align with regulatory requirements, helping safeguard our digital platform and maintain compliance across all IT operations., The role holder will support the following:
Problem Management
Oversee the identification, classification, and root cause analysis of IT problems, implementing strategies to resolve incidents effectively and prevent recurrence.
Develop and maintain problem management procedures, including risk assessment, monitoring, and reporting, to optimise IT service continuity.
Manage a portfolio of IT problems, ensuring timely resolution, tracking of progress, and communication of impacts and solutions to relevant stakeholders.
Regulatory Compliance
Implement, maintain, and optimise controls and processes to ensure compliance with regulatory standards, focusing on operational resilience, ICT risk management, and security incident management.
Develop reporting mechanisms to track regulatory compliance, providing regular updates to senior management on potential risks, areas for improvement, and overall compliance status.
Liaise with regulatory and compliance teams to maintain a thorough understanding of regulatory requirements and proactively address any updates or changes to regulatory guidelines.
Incident Coordination & Response
In order to maintain exceptional standards to our clients, act as a point of escalation during major IT incidents both in and out of business hours; coordinating with cross-functional teams to resolve issues swiftly and with minimal business impact. This will be part of a 24 x 7 on-call team as required.
Conduct post-incident reviews to identify the root causes, key lessons, and potential improvements for future resilience.
Drive communication with stakeholders during major incidents, ensuring timely updates take place and align with internal and external communication standards.
Risk & Resilience Planning
Develop and maintain an IT risk register that aligns with regulation, documenting all risks, controls, mitigations, and responsibilities to safeguard digital operational resilience.
Work with the Operational Resilience teams to conduct regular resilience testing and scenario analysis to assess the effectiveness of controls and recovery strategies.
Recommend and implement changes to IT processes and architecture to enhance resilience, ensuring that problem management practices align with industry standards and regulatory requirements.
Continuous Improvement
Lead initiatives to improve IT service performance and resilience, leveraging insights gained from problem management activities to refine processes and enhance service reliability.
Develop and maintain a knowledge repository of known errors, workarounds, and incident playbooks, fostering a culture of proactive risk management.
Collaborate with IT operations, change management, and development teams to refine processes that improve system reliability and mitigate ICT risk.
The above responsibilities will be performed across both MUFG Bank and MUFG Securities EMEA plc under a dual-hat arrangement. Under the arrangement, the role holder will act and make decisions on behalf of both the bank and the securities business, subject to the same remit and level of authority, and irrespective of the employing entity.
Requirements
The role holder will ideally have 3+ years of experience in IT Problem Management, Incident Management, or a similar role, with a demonstrated focus on regulatory compliance and IT resilience., * Technical Knowledge: Some understanding of regulation including DORA requirements, ICT risk management, and digital resilience best practices.
- Problem-Solving Skills: Exposure to root cause analysis, critical incident response, and problem-solving techniques to address complex IT issues.
- Regulatory Understanding: Some experience ensuring compliance with regulatory standards such as DORA, GDPR, or equivalent regulations in the financial/technology sector.
- Interpersonal Skills: Exceptional communication and collaboration skills to work effectively with cross-functional teams and drive compliance initiatives.
- Tools: Proficiency with ITSM tools (e.g., ServiceNow, JIRA), monitoring systems, and reporting platforms; experience with automation tools is a plus., * Degree in Information Technology, Computer Science, Engineering, or a related field;
- Certifications in ITIL, CISM, or CRISC are a plus.
- Familiarity with frameworks such as ITIL, COBIT, or NIST Cybersecurity.
- Experience working in regulated environments, particularly in finance, insurance, or critical infrastructure sectors are a plus., * Evidence of effective communication skills both written and verbal including presentations
- Strong analytical and problem-solving skills
- Excellent attention to detail and accuracy
- Results driven, with a strong sense of accountability
- An ability to operate with urgency and prioritise work accordingly
- A structured and logical approach to work
- Excellent interpersonal skills
- Strong Microsoft Office skills
- Experience using JIRA to track project activities
We are open to considering flexible working requests in line with organisational requirements.
