Infrastructure Operations Assistant Manager

The Infrastructure Operations Assistant Manager role offers an exciting opportunity to lead and enhance the Global Operations Command Center's IT service delivery. This position is pivotal in ensuring seamless operations and aligning IT services with business objectives, thereby contributing significantly to our mission of operational excellence and customer satisfaction. By joining our team, you will gain valuable experience in managing a global IT infrastructure, develop leadership skills, and drive continuous improvement initiatives, all within a supportive and inclusive environment that empowers your professional growth.

Position Responsibilities:

• Service Management: Oversee daily operations of the Global Operations Command Center to ensure high availability and performance of IT services, develop and implement service delivery strategies, and monitor performance metrics to meet SLAs.
• Team Leadership: Lead and manage a team of service delivery professionals, fostering a collaborative environment, ensuring professional development, and coordinating shifts for 24/7 coverage and rapid incident response.
• Incident and Problem Management: Manage incident processes to ensure timely issue resolution, conduct root cause analysis for major incidents, and coordinate with cross-functional teams for complex issue resolution.
• Stakeholder Collaboration: Serve as the primary contact for service delivery issues, collaborate with IT, business units, and vendors for integrated service delivery, and communicate service performance and changes to stakeholders.
• Continuous Improvement: Drive initiatives to optimize service delivery processes and technologies, stay informed of industry trends, and conduct regular reviews to ensure compliance with organizational standards.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proficiency in ITSM frameworks, such as ITIL version 3, for efficient IT service management.
• Proven experience in IT service delivery and operations management within a global organization.
• Familiarity with the ServiceNow platform and remote support tools.
• At least 5 years of experience in IT Infrastructure, including 2 years on Cloud, and 2 years in IT Operations.

Preferred Qualifications:

• AZ-900 / AZ-104 / ITIL 4 Certification
• Project Management Certification
• At Least 2-Year Experience on using Linux OS
• Experience on using RedHat Ansible Automation Platform

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].