Application Production Support Manager, Digital

Overview

We’re looking for an Application Production Support Manager to lead a team that ensures the stability, security, and availability of our range of digital applications and services. This is a hands-on leadership role where you’ll manage critical production environments, drive automation, own incident management, and collaborate across technology and business teams to deliver exceptional client experiences. 
 
This role involves coordinating and prioritising team activities based on Technology and Business Operational needs, maintaining the digital applications, and managing associated risks, issues, and controls to minimise service disruptions. 

 
Key Accountabilities and main responsibilities
Strategic Focus 

• Collaborate with colleagues across Retirement Solutions Technology, Group Technology, Client Delivery Executive teams, Operations, and partner vendors to deliver a high quality service to client, actively manage the resolution of known issues and protect production services from disruptions and outages.
• Adopt an automation-first approach to deliver efficiencies and savings at scale, improving efficiency, reliability, audit, and traceability across multiple applications.
• Oversee resolution of high-priority incidents and ensure timely communication to stakeholders (client managers, contact centre). 
• Maintain incident logs and ensure compliance with SLAs, drive root cause analysis and implement permanent fixes.
• Identify performance bottlenecks and recommend improvements (particularly with ServiceNow)
• Act as the primary point of contact for Major Incident Management during outages or service disruptions and manage on-call schedules for 24/7 support coverage.
• Maintain and improve support processes (e.g., escalation paths, runbooks).
• Ensure adherence to ITIL practices (Incident, Problem, Change Management).
• Adaptability to working hours to meet deployment and business needs (including some support for the Hong Kong team)

 
Experience & Personal Attributes

• Technology and business experience, ideally within highly-regulated financial services. Qualifications in IT, Business, or a related discipline are desirable.
• Experience in IT Service Management and Continuous Service Improvement.
• Excellent people management and team-building skills. 
• Strong verbal and written communication, Sharp troubleshooting skills and ability to think critically under time constraints. 
• Experience managing direct reports and relationships with business owners and suppliers.
• Strong analytical, planning, prioritising and critical thinking skills.
• Experience using .NET tech stack, Azure, MS tech stack, Sitecore and Mobile Apps.
• Familiarity with monitoring tools (e.g., Splunk, New Relic).

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth.

Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Apply now with your resume highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services.

Successful applicants will be required to complete background screening, including a police check, prior to commencement of employment.