Job Description

The purpose of this role is to maintain and be hands on in the implementation of IT Service Management practices within MUFG Retirement Solutions HK, with a specific focus on Digital platform stability, technical validation, incident support, and operational control. The scope includes Member Online site, mobile application and Employer Portal and supporting applications related APIs
This role is designed to strengthen and improve the overall quality, reliability and compliance of MUFG HK’s digital platforms through robust service delivery, effective incident and release support, technical review, proactive risk management and platform governance, whilst enabling improved delivery cadence and faster time to market for digital enhancements and releases.
This role will focus on five key pillars:

1. Platform Delivery & Reporting – ensuring accurate and timely technical support, documentation and review to maintain controlled and consistent platform service delivery.
2. Production Incident Support – providing hands on participation in production incident investigation and troubleshooting to restore service and improve platform resilience.
3. Technical Review & Validation – supporting end to end review on in-scoped platforms as above across BRDs, assisting the creation of FRDs, test cases review and post release verification testing to maintain platform integrity.
4. Collaboration & Stakeholder Engagement – working closely with other platform specialists and the wider technology teams to ensure aligned delivery, effective knowledge sharing and consistent implementation of platform standards.
5. Risk & Compliance Management – embedding regulatory, audit and technology control requirements across all platform activities.
6. Continuous Improvement – maintaining a proactive approach to identifying issues, improving processes and uplifting platform quality through structured review and user training.

Key Accountabilities and main responsibilities
Strategic Focus

• Analyse the current platform landscape across digital channels and recommend enhancements that improve platform stability, performance and user experience
• Identify technical dependencies, risks, and opportunities for optimisation across the end to end service lifecycle as part of the contribution of the platform roadmaps
• Provide technical insights to support the development of future state platform designs that align with business goals, regulatory expectations and operational SLAs
• Support the continuous improvement agenda by identifying recurring issues from production incidents, testing defects and release outcomes, and proposing long term remediation strategies

Operational Management

• Coordinate with RS Digital Production Support team to provide hands on support for production incidents, including investigation and troubleshooting to ensure timely service restoration
• Perform detailed technical reviews of BRDs to ensure alignment between business requirements, system capability and operational impact across Digital platform components
• Support any functional requirement test case review and review non functional requirement (NFR) test cases to ensure appropriate coverage for performance, reliability, resilience and operational control
• Lead post release Technical Verification Testing (TVT) and post ACE Platform Verification Testing (PVT) to validate system behaviour and detect deployment defects
• Maintain accurate documentation including change logs, functionality updates and user guidance to support ongoing platform operations
• Act as a subject matter expert for platform related queries, triage support and technical clarifications for internal teams and business stakeholders

Stakeholder Engagement
Demonstrate a collaborative and hands on working style to support cross team and cross-regional delivery across HK Retirement Services & Operations team, HK Technology and AU Technology

1. Contribute to building domain knowledge within the HK team by sharing expertise on platform functionality, incident troubleshooting, testing processes and technical configurations.
2. Support user enablement ensuring that business users understand system changes and impacts
3. Promote a culture of continuous learning, disciplined execution and proactive problem solving within the platform support function

Governance & Risk

• Assist in conducting IT audit control assessments (e.g., ISAE3402), including evidence preparation, walkthroughs and remediation of identified gaps.
• Ensure platform risks related to incidents, releases, configuration changes and testing are identified, documented and appropriately escalated
• Support the establishment and maintenance of governance routines, including reporting on TVT/PVT results, incident trends, and platform control effectiveness
• Maintain compliance with MUFG IT policies, change management standards and audit requirements across all platform activities
• Contribute to ongoing improvements in risk management and operational discipline by ensuring traceability, documentation accuracy and adherence to testing/verification protocols.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• 3+ years’ experience in technology development/project management and financial services background with proven exposure to large-scale platform delivery
• Demonstrable experience working on website and/or mobile application platforms with the good understanding of UI/UX flows, platform behaviour, performance considerations and customer facing digital journeys
• Lean thinking, solution driven and continuous improvement mindset.
• Demonstrable ability to build constructive relationships with all stakeholders.
• Relevant tertiary qualification.
• Proven ability to problem-solve.
• Strong interpersonal skills and the ability to engage with people at all levels of the organisation.
• Proven ability to build strong relationships and trust with clients and internal stakeholders.
• Highly effective influencing skills.
• Able to use highly developed analytical skills and proven experience in using data to develop insights, support decision making and assess value.
• Previous experience in supporting a culture of innovation and working with teams who have been able to implement technology change which has measurably impacted a business.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.