Senior Operations Support Engineer

Objectives of this Role:

• Troubleshooting and optimizing systems or processes.
• Understand the business drivers and analytical usecases.
• Addresses arealevel risks provides and implements mitigation plan.
• Reports about area readiness/quality and raise red flags in crisis situations.
• Monitor production environment taking a complete view of system health; Track and produce key metrics for the team and develop strategies to increase efficiency.
• Maintain software and systems to run the applications.
• Improve reliability quality and timetomarket of our suite of software solutions.
• Measure and optimize system performance with an eye toward expanding our capabilities anticipating customer needs and innovating to improve continually.
• Provide primary operational support for multiple large distributed software applications.
• Work with business clientsand internal and external teams to debug or solve application issues.
• Flexible to provide Oncall support to resolve issues as required.

Responsibilities:

• Gather and analyze metrics from operating systems and applications to assist in performance tuning and fault finding.
• Partner with development teams to improve services through thorough testing and release procedures.
• Participate in system design consulting platform management and capacity planning.
• Create sustainable systems and services through automation and uplifts.
• Maintain thereliability of system with accurate monitoring and alerting with welldefined service level objectives as per Application Criticality Framework
• Facilitate incident investigations and triage for complex issues
• Demonstrate a proactive approach to spotting problems areas for improvement and performance bottlenecks by building and enhancing automation.
• Identify and implement opportunities for automation within the Support environment to optimize effort
• Coaching/Mentoring of more junior Support team members with technical review and analysis of problems

Requirements:

• Bachelors degree or equivalent in computer science or other technical scientific field.
• Minimum 3 years in role of Senior Operations Engineer.
• Experience with ITIL processes Incident and change management
• Experience with SNOW JIRA and ticketing workflows
• Ability to be a problem solver to address problems and drive determination of root causes.
• Ability to program (structured and OO) with one or more high level languages such as React JavaScript or similar.
• Experience with one or more of the following: Scheduling (CA CA WLA) SQL queries Stored procedure review and analysis Shell Scripting/ Power Shell/UNIX scripting Windows/ Batch Scripting Windows Task scheduler and Monitoring tools like New Relic Devo and Azure Data Explorer (ADX)
• Experience with working and supporting Microsoft .Net technologies applications micro services hosted on Azure Kubernetes clusters
• Experience with Agile (Scrum or Kanban) Jira and ServiceNow.

Preferred Qualifications:

• Previous success in technical engineering or application support.
• Coding experience beyond simple scripts.
• Knowledge of site reliability engineers (SREs) concepts.
• Experience with monitoring and alerting applications such as Moogsoft Dynatrace DEVO New Relic or other similar tools.

What can we offer

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong worklife balance.
• Professional development and leadership opportunities.

Our commitment:

Valuesfirst culture
We lead with our Values every day and bring them to life together.

Boundless opportunity
We create opportunities to learn and grow at every stage of your career.

Continuous innovation
We invite you to help redefine the future of financial services.

Delivering the promise of Diversity Equity and Inclusion
We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact.

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 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 pregnancyrelated 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 .