IT Operations Analyst
IT Operations Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a Service Delivery Analyst who will play a crucial role in ensuring the reliability of our IT services through effective monitoring and continuous improvement. The successful candidate will collaborate with leaders in infrastructure engineering product development operations and application support to configure and enhance service monitoring systems. This is an office-based shift role as part of a 24/7/365 operation and shift patterns may change based on management and business needs.
Position Responsibilities:
Service Delivery Management:
- Oversee and ensure service delivery meets quality standards and client expectations.
- Implement service management frameworks and tools to enhance service efficiency.
- Develop action plans and strategies based on data analysis to improve service delivery.
Monitoring Solutions:
- Instrument monitoring solutions on various infrastructure platforms.
- Script custom monitoring solutions and AI instrumentation.
- Utilize tools like New Relic Azure Monitor Grafana and more to build performance and reliability metrics.
Technical Documentation:
- Develop and maintain comprehensive documentation for service delivery processes and procedures.
- Ensure documentation is clear accurate and accessible to relevant stakeholders.
Process Improvements:
- Identify opportunities for service delivery process enhancements and implement best practices to increase efficiency.
- Collaborate with cross-functional teams to drive continuous improvement initiatives.
Data Analysis and Troubleshooting:
- Conduct quality checks on service delivery data to identify trends and patterns.
- Leverage data insights to inform process improvements and strategic decisions.
- Capable of troubleshooting identifying issues and providing solutions.
Stakeholder Communication:
- Serve as a liaison between stakeholders to communicate service status risks and opportunities.
- Work closely with developers system architects and IT staff to translate business requirements into service delivery specifications.
Required Qualifications:
- Bachelors degree in Computer Science Information Technology Business Administration or a related field.
- At least 1-5 years of experience with scripting languages such as Java JSON Ruby Python PowerShell JavaScript and Regex.
- Experience with monitoring tools like New Relic Azure Monitor Grafana and others.
- Strong understanding of networking and internet protocols including TCP/IP DNS SMTP HTTP and distributed networks.
- Proven experience in service delivery management data analysis and system engineering.
- Excellent communication and organizational skills.
Preferred Qualifications:
- Advanced knowledge of Docker Cloud Foundry Azure Kubernetes and other components supporting automated resilient platforms.
When you join our team:
- Well empower you to learn and grow the career you want. Well
- Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team well 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 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 .
Working Arrangement
Required Experience:
IC
Employment Type
Full-Time
