IT Director for Cloud and Endpoint Services

3 days ago

Bengaluru, Karnataka, India MUFG Full time

About MUFG:

MUFG Bank, Ltd. is a leading Japanese financial institution with a global presence across 40+ markets. We offer a comprehensive range of commercial and investment banking services to businesses, governments, and individuals worldwide.

As part of Mitsubishi UFJ Financial Group, Inc. (MUFG), one of the world's largest financial groups, we leverage our expertise to deliver innovative solutions that drive growth and prosperity.

Our Global Service Private Limited:

MUFG Global Service Private Limited (MGS) is a 100% subsidiary of MUFG, established in 2020 with offices in Bengaluru and Mumbai. MGS serves as a Global Capability Centre / Centre of Excellence, providing support services across various functions, including IT, KYC/AML, Credit, Operations, etc., to MUFG Bank offices globally.

We aim to significantly expand our operations over the next 18-24 months while serving MUFG's global network across Americas, EMEA, and Asia Pacific.

Job Overview:

We are seeking an experienced IT Director to lead the operational and strategic direction of our Workplace Technology operations. The ideal candidate will be responsible for ensuring seamless technology adoption, efficient end-user infrastructure services, and exceptional service delivery.

Key Responsibilities:

  • Operations Management: Oversee daily operations of service desk and help desk teams to ensure timely issue resolution, manage escalations, and implement operational metrics to track performance.
  • Standardization and Process Improvement: Lead the design, development, and standardization of processes across multiple regions and business units, define and implement ITIL-based best practices, and drive knowledge management systems.
  • Leadership and Strategy: Develop a strategic roadmap for service desk operations aligned with overall IT infrastructure and cloud strategy, mentor and lead a team of service desk managers, analysts, and engineers, and promote a culture of continuous improvement, accountability, and service excellence.
  • End-User Infrastructure and Endpoint Management: Oversee the management of end-user devices, drive initiatives for automation, remote management, and endpoint security, and manage technologies such as Virtual Desktop Infrastructure (VDI), Microsoft O365, Teams, and Intune.
  • Cloud and Emerging Technologies: Lead the integration and management of cloud-based services, collaborate with cloud teams to streamline the adoption of cloud-based endpoint management tools, and leverage AI and ML-based automation for ticket resolution, incident detection, and request management.
  • Analytics and Problem Solving: Utilize data analytics to track service desk trends, identify areas for process optimization, and develop dashboards and reports to provide real-time insights to leadership on performance metrics and SLA adherence.

Requirements:

  • Bachelor's degree in IT, Computer Science, or related field (MBA or equivalent preferred).
  • 15-20 years of relevant experience, with at least 5 years in a leadership role managing service desk or help desk operations.
  • Strong technical foundation in endpoint technologies, including VDI solutions, Microsoft O365, Teams, and Intune.
  • Demonstrated ability to manage large-scale operations with complex, distributed teams.
  • Strong knowledge of cloud platforms such as Microsoft Azure and other SaaS solutions.
  • Expertise in ticketing systems, endpoint management tools, and automation technologies.
  • Proven analytical and problem-solving skills, with the ability to identify operational challenges and implement effective solutions.

Preferred Skills:

  • Experience in the banking or financial services sector.
  • Understanding of compliance standards (e.g., SOX, PCI-DSS) and experience managing IT audits.
  • Familiarity with cybersecurity principles and endpoint security best practices.

Estimated Salary Range: $120,000 - $180,000 per annum

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