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:

• Participate in platform and/or application initial triaging and troubleshooting.

• Maintain and update Platform and/or Application Support documentation on processes, policies, application configuration and Knowledge Base materials.

• Perform 24/7 infrastructure and applications monitoring via email alerts, dashboards and monitoring tools (New Relic, Moogsoft, etc)

• Perform system health checks and validation

• Perform event queue monitoring, alert validation and quick recovery steps as stipulated in the runbook. Escalate incident to Global Incident Management whenever necessary (major incidents).

• Collaborate with other GOCC workstreams during incident investigation to have a more comprehensive understanding of the situation, ensure all perspectives are considered, and develop a well-rounded response strategy that addresses all potential issues effectively.

• Perform certificate monitoring and follow-ups (SSL/SPN), whenever required, as back up resource.

• Support compliance with corporate direction and team objectives.

• Maintain technical knowledge regarding existing and newly released Manulife services.

• Be available to work off-hours and extended shifts if required.

• Proactive ownership of incidents until resolution, logging and tracking identified system problems through resolution.

• Building effective working relationships with internal and external resources, technology vendors and outsourcing service providers and Interfaces with IS groups, strategic vendor partners, and other Business Units, peers, IS Managers, Directors, and AVPs.

Required Qualifications:

• Education: Bachelor’s Degree in Computer Science, Information Technology, or related fields
• Experience: 2-3 years of relevant experience in an IT role, particularly in service operations or IT operations.
• Work Arrangement: Full onsite
• Shift Schedule (Rotating): Amenability to work on the assigned schedule (dependent on business need)
• Minimum Skills/Must Haves:
  • Knowledge of Windows Outlook, MS Teams, and basic Microsoft Office tools
  • 4 or more years’ progressive experience in a large, multinational organization, experience within financials, or insurance industry preferred
  • Hands-on experience on Windows and Linux Operating Systems
  • Basic knowledge on Monitoring, Alerting, and Observability Concepts and Technologies
  • Basic Knowledge on IT Incident Management process
  • Experience or familiarity with at least one of these is preferred:
    • Service NOW ITSM
    • xMatters
    • New Relic
    • Moogsoft

Preferred Qualifications:

• 4 or more years’ specific hands-on experience in systems administration
• Hands-on experience on any Database Infrastructure Services (MSSQL/Oracle/Mongo/PostgreSQL/MySQL/Redis/DB2)
• Basic Knowledge on Cloud Computing Platforms and Technologies
• Hands-on experience on Middleware technologies
• Strong customer service and interpersonal skills such as teamwork
• Strong written, verbal, and presentation skills
• Ability to effectively communicate, cooperate, and collaborate; ability to lead and influence technical peers and decision makers.
• Candidate must have good organizational, time management, and planning skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines
• Candidate must demonstrate problem solving skills

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].