Applications Monitoring and Support Analyst

The Applications Monitoring and Support Analyst position at Manulife offers a dynamic opportunity to join the Global Operations Command Center team, where you'll play a crucial role in ensuring the stability and efficiency of various platform environments. This role directly supports Manulife's mission by maintaining seamless operations and providing critical incident management, thereby enhancing user experiences and operational reliability. As part of this opportunity, you'll benefit from a competitive salary, comprehensive health coverage, retirement savings, and access to a global network of industry experts. Furthermore, you'll gain extensive training resources and career development prospects in a supportive and rewarding work culture.

Position Responsibilities:

• Conduct initial triaging and troubleshooting for platforms and applications, and maintain support documentation.
• Provide comprehensive user support services, including managing Service NOW requests and producing weekly status updates.
• Ensure proactive ownership and management of incidents and issues until resolution.
• Build and maintain effective working relationships with internal and external resources, including technology vendors and service providers.
• Ability to work on rotating shifts and adapt to a full onsite work arrangement based on business needs
• As part of a 24/7/365 operation, this is an Office based shift role.
• Shift patterns are based on 8-hour shifts: (Morning 6am-3pm, Evening 2pm-11pm, Night 10pm-7am).

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2-3 years of relevant experience in an IT role, particularly in service operations or IT operations.
• 3 or more years of progressive experience in a large, multinational organization, preferably within the financial or insurance industry.
• Hands-on experience with Windows and Linux operating systems, as well as middleware technologies.
• Basic knowledge of monitoring, alerting, observability concepts, and IT incident management processes.

Preferred Qualifications:

• Experience with Service NOW ITSM, xMatters, New Relic, or Moogsoft.
• Familiarity with financial or insurance industry operations.
• Advanced knowledge of Windows Outlook, MS Teams, and Microsoft Office tools.
• Experience building effective working relationships with technology vendors and outsourcing service providers.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].