We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

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Job Description

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

Work Arrangement: Full On-Site Schedule (5 days; 9 hours a day)
Schedule: Rotating Shift (Day or Mid) but this may change as per Business needs.

People Leader Role: Yes

Job Summary

The Service Delivery Manager (Database), Global Operations Command Center (GOCC) will manage teams of technologists with a focus on resource management, workforce planning, and issue resolution. Able to manage onboarding and executing technical and business projects across multiple stakeholders; developing analysis to support process and project improvements / efficiency. Leadership and coaching skills to build High Performing teams. Delivers high impact to the organization through proactive IT operations focused on infrastructure reliability.

The position reports to the Director, Global Operations Command Center (GOCC).

Have the skills and experience for the job? Learn more about it below!

Responsibilities

• Responsible for onboarding and executing technical and business projects across multiple stakeholders; developing analysis to support process and project improvements / efficiency
• Facilitation and problem solving
• Leadership and coaching skills to build High Performing teams
• Works with teams to drive issue resolution
• Provides leadership support for small groups and teams
• Regional variations: resource management, recruiting, hiring, workforce planning, contractor engagement, etc.
• Coordinates across stakeholders to resolve moderately complex issues
• Executes on resource planning, and other management activities
• Coaches technology teams as needed
• Resolve and manage complex service requests in adherence with service level agreements.
• Assess and define operating procedures used for day-to-day support, installation guides, housekeeping procedures, etc.
• Provide expertise in database administration and monitoring.
• Provide expertise in tuning to improve efficiency and to maximize the availability of databases and process automation of software environments and the like.
• Create scripts for monitoring and to automate administrative tasks.
• Technical leadership qualities to serve as an escalation resource and mentor for L1 Engineers
• Project Management for the intake of new services to be onboarded to GOCC and the coordination of runbook creation and maintaining the knowledge base.
• Creation of Weekly and Monthly Operational Reports and presenting this to internal stakeholders with highlights.

Qualifications

• Related experience working in a distributed systems environment, having a deep understanding of how distributed systems work and its different layers in infrastructure, network, platform, and how microservices work together
• Hands-on experience on any Database Infrastructure Services 2 to 5 years (MSSQL/Oracle/Mongo/PostgreSQL/MySQL/Redis/DB2)
• 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
• Basic Knowledge on Cloud Computing Platforms and Technologies
• Able to work across Project Management and Operations Managementwnership of projects
• Ability to work through complex engineering obstacles using debugging and problem-solving skills
• Experienced in creating training materials for the development of your teammates, as well as writing Runbooks or documentation of methods of procedures with guaranteed effectiveness
• Well-versed in leading customer meetings to provide updates, investigate issues, and proactively collate feedback
• Demonstrate sound technical operational approaches, emphatic customer service and effective collaboration with external partners

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

 Join our global network of industry experts! Apply today.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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].