Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

We’re looking for a Production Support Services Analyst to join our Global Operations Command Center (GOCC) team at MBPS. In this role, you are expected to perform user administration, environment health checks/KLO, support of incident, request, change and problem tickets, and troubleshoot and incident management of all platform environments for multiple shared platforms supported.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

• Participate in platform and/or application initial triaging and troubleshooting, maintain, update Platform and/or Application Support documentation on processes, policies, application configuration and help related materials for users.

• Provide User Support Services (create and track user requests in Service NOW, Update existing Service NOW tickets, Keep Service NOW Queue Management Dashboard updated, Produce weekly status updates).

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

• Proactive ownership of incidents-issues 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.

Qualifications:

• Must be Bachelor’s Degree in Computer Science, Information Technology

• Must have 2-3 years of relevant experience in IT Role/Service Operations

• Work Arrangement: Full onsite

• Shift Schedule (Rotating): Amenability to work on the assigned schedule (dependent on business need)

• Minimum Skills to Hire/Must Haves:

  • Knowledge of Windows Outlook, MS Teams, and basic Microsoft Office tools

  • 3 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

  • Hands-on experience on Middleware technologies

  • Experience or familiarity with at least one of these is preferred:

    • Service NOW ITSM

    • xMatters

    • New Relic

    • Moogsoft

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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].

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