Software Technical Analyst

The Software Technical Analyst will play a critical role in supporting the TAI Asia Reinsurance application, ensuring application stability, operational excellence, and continuous improvement. The role is responsible for managing intake and demand requests, overseeing projects and change initiatives, and providing technical and functional operation and maintenance (O&M) support.

This position requires strong business analysis capabilities combined with hands-on experience in IT operations, change and project management, and vendor coordination to deliver application enhancements and manage both non-production and production fixes. The successful candidate will partner closely with global stakeholders, business users, and support teams across regions and time zones.

This role blends business analysis, intake and project management, and hands-on technical and functional operations support for a mission-critical reinsurance application.

Position Responsibilities: 

• Provide end-to-end support for non-production and production environments, ensuring system stability, performance, and timely resolution of incidents and defects
• Own and manage IT Service Management (ITSM) processes, including:
  • Change Management (planning, risk assessment, approvals, execution)
  • Release Management (planning, deployment coordination, post-release validation)
  • Incident and Problem Management in collaboration with global support teams
• Work closely with offshore teams and third-party vendors to deliver fixes, enhancements, and system changes in line with SLAs and quality standards
• Act as a key liaison between business and technology teams, translating business needs into actionable technical requirements
• Lead and actively participate in business engagements, including stakeholder meetings (onshore/offshore), backlog prioritization, and solution alignment discussions
• Drive requirements gathering and solutioning activities, ensuring alignment with business objectives and enterprise architecture
• Partner with the TAI Senior Business Analyst and stakeholders to prioritize initiatives and manage delivery expectations
• Support and coordinate release and deployment activities, including weekend or after-hours implementations when required
• Continuously improve operational processes, system reliability, and service delivery efficiency
• Ensure adherence to ITIL best practices and governance standards
• Amenable to work UP Ayala Technohub (Quezon City)
• Amenable to work on a hybrid set-up (3x a week onsite)
• Amenable to work in any shift schedule assigned (flexible depending on business need)

Required Qualifications:

Technical / Functional Skills

• Strong understanding of IT Operations and IT Service Management (ITSM)
• Experience managing intake, demand, or project requests within an IT or application support environment
• Ability to balance project delivery, change activity, and production support responsibilities
• Proven experience coordinating with vendors, internal delivery teams, and operations teams
• Hands-on experience with Change Management processes (ITIL-based)
• Knowledge of application and infrastructure environments
• Experience working with request, incident, problem, and change management tools
• Strong experience with the following:
  • Scheduling Automation (e.g. CA, CTRL-M, CAWLA)
  • SQL, Python, and PowerShell scripting
  • Relational Database (SQL / Oracle / MSSQL)
  • Service Now
  • JIRA
  • Confluence
  • Microsoft Office
  • Microsoft Azure

Soft Skills

• Strong communication and stakeholder management skills
• Risk assessment and decision-making capability
• Analytical and problem-solving mindset
• Attention to detail and process discipline
• Ability to work under pressure in production environments
   

Preferred Qualifications:

• Strong stakeholder communication skills, with the ability to bridge business and technical teams effectively
• Experience with ITSM processes and tools (e.g., change, release, incident management), preferably using platforms like ServiceNow or Jira
• Proven ability to translate complex technical issues into business-friendly solutions and recommendations
• Solid understanding of application support, SDLC, and Agile/DevOps practices
• Experience working in a global, cross-functional environment, collaborating with offshore teams and managing vendor deliverables

When you join our team:

• Be part of a globally collaborative team, working with stakeholders across Asia and North America
• Gain hands-on experience in enterprise systems and ITSM practices
• Play a key role in both business engagement and technology delivery, contributing directly to critical initiatives
• Access opportunities for continuous learning, certifications, and career growth within a large global organization
• Enjoy a flexible and supportive work environment that values collaboration, inclusion, and work-life balance

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].