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Application Production Support, Analyst - Monterey Park, CA #7038462

Company: MUFG Union Bank

Date: 11/19/2019

Category: Banking

City: Monterey Park, CA


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 14,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary

Collaborating with the Manager of Production Support, the position is a technical position within Centralized Application Production Support Services (CAPSS) with responsibilities for monitoring, validation, trouble shooting, break/fix activities, of Information Technology Group (ITG) owned or sponsored applications. Involves a 24 x 7 operation supporting hundreds of critical systems encompassing Mainframe z/OS, Microsoft Windows, AIX, Linux, Solaris, AS/400, Tandem, and vendor hosted applications. Evaluates system architectural design, transaction flow, data flow, volume, system capacity, response time, database transactions, file transmissions, MQ message handling, high availability characteristics and risks, and system logs, recommending changes to improve operational characteristics, reducing mean time to repair, increasing mean time to failure, reducing risk, reducing cost, and reducing customer impact. Devises and modifies procedures to solve immediate problems and avoid future problems.

Plans, organizes, documents, and implements the technical support protocol. Incumbents in this position are gaining broader and deeper skills in the full breadth of production support knowledge, skills and abilities.

Major Responsibilities:

  • Restores Service: Defines and discerns key aspects of production problems and develops integrated solutions within broad technical and business context of significant impact. Specifically, during system outages, quickly diagnoses and selects the most efficient, effective, and risk adverse method to restore services, fully cognizant of the interaction of the many systems and applications involved or affected by the outage and the resulting of restoration of services. This includes careful validation of the restored service. This includes the ability to back out the change intended to restore the service should that prove more harmful than the original outage.

  • Seldom works alone, generally receiving mentoring from Application Programmers and Systems Programmers in problem determination and resolution of job or system exceptions.

  • May have interaction with vendors to facilitate the resolution of issues raised to them and be the focal point of contact for problem analysis and recovery.

  • Collaborates with other ITG support groups on tasks beyond the scope of access authority or responsibility.

  • Codes scripts or utilities to automate processes that will maintain the integrity and enhance the availability of the system.

  • Diagnoses Root Cause: Responsible to resolve root cause of system outages through the use of system monitoring tools, reading of logs, analysis of system messages, and review of system behavior.

  • Reviews service outage patterns to diagnose systemic problems, especially those involving multiple applications and services across a technical environment with multiple platforms involved in support of sophisticated banking services.

  • Serves as main contributor in devising solutions designed to quickly restore services to production applications, as well as fixes to avoid production failures in the future.

  • Regularly provides technical interpretation, recommendation, and guidance on complex computing problems, with a focus on immediately restoring system services, as well as solutions to avoid future system failures.

  • May communicate with vendors, internal Application Development teams, and Technical Operations staff to immediately resolve system and application problems, and avoid future outages.

  • Recommends System Configuration: Reviews operational patterns of applications and services, discerning early warning for potential system problems, designing, recommending, and helping implement solutions avoiding these outages.

  • Studies system configurations for effective high availability operations, recommending architectures and implementations that provide sufficient automatic redundancy and capacity to avoid service outages due to single, and as risk requires, multiple points of failure.

  • Report Documentation: Prepares documentation about outages and restoration of services to both (a) restore services faster if the incident is repeated; and (b) diagnose the root cause of the service interruption and put a fix in place to reduce the number of incidents. Working with Application Teams, plans, organizes, and develops the technical support protocol documentation for applications and services (how to monitor and validate; system dependencies; common incidents and their resolution; physical deployment diagrams, etc.).

  • Responsible for the development, monitoring, and analysis of departmental metrics to drive the continuous improvement process to insure SLA's are continually met and continually improved.


  • Typically has 2 to 4 years of IT work experience in production and operations support.

  • Ability to work independently, make technical recommendations to restore services, and operate in a time critical, high stress environment.

  • Superb communication/interpersonal skills; a standout colleague, can come up with creative and innovative solutions.

  • Education Bachelor's Degree in Computer Science, Information Systems, or a related field. Or equivalent work experience

The above statements are intended to describe the general nature and level of the 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 / Affirmative Action 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 in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Technology

Primary Location: CALIFORNIA-Brea

Other Locations: CALIFORNIA-Monterey Park

Shift Day

Req ID: 10031657-WD

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