Applications Monitoring and Support Analyst
Applications Monitoring and Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
The Applications Monitoring and Support Analyst role at Manulife offers an exciting opportunity to join the Global Operations Command Center (GOCC) team where you will play a crucial role in ensuring the stability and reliability of multiple shared platforms. By leading the incident management process and coordinating response efforts during major incidents you will contribute significantly to minimizing business disruptions and enhancing operational efficiency aligning with Manulifes mission to provide seamless and reliable services to its clients. This position not only provides a competitive salary and comprehensive benefits but also offers extensive training resources and the chance to collaborate with a global network of industry experts fostering both personal and professional growth.
Position Responsibilities:
- Lead the incident management process by coordinating and directing the response efforts during major incidents ensuring timely resolution and minimal impact on business operations.
- Review and analyze incident data to identify trends and areas for improvement contributing to strategies that enhance incident management processes and prevent future occurrences.
- Perform 24/7 infrastructure and applications monitoring via email alerts dashboards and monitoring tools like New Relic and Moogsoft as well as system health checks and validations.
- Collaborate with other GOCC workstreams during incident investigations to ensure comprehensive understanding and effective response strategies.
- Maintain and update Platform and/or Application Support documentation including processes policies application configuration and help-related materials for users.
- Work Arrangement: The role is full onsite requiring the employee to work from the designated office location.
- Location: The position is based at MBPS (Manulife Business Processing Services) though the exact city or office location is not specified in the provided information.
- Shift Schedule: The position involves a rotating shift schedule (D: 6:00AM-3:00PM M:2:00PM-11:00PM N: 10:00PM-7:00AM) with the expectation that the employee will be amenable to work on the assigned schedule based on business needs.
Required Qualifications:
- 2-3 years of relevant experience in IT Role/Service Operations/IT Operations
- 2-3 years of relevant experience in Incident Management in an IT Operations environment
- Bachelors Degree in Computer Science Information Technology
- Hands-on experience with Windows and Linux Operating Systems and familiarity with Middleware technologies
- Basic knowledge of Monitoring Alerting and Observability Concepts and Technologies
Preferred Qualifications:
- Advanced knowledge of IT Incident Management process
- Knowledge of Windows Outlook MS Teams and basic Microsoft Office tools
- Experience or familiarity with Service NOW ITSM xMatters New Relic and Moogsoft
- 3 or more years progressive experience in a large multinational organization preferably within the financial or insurance industry
When you join our team:
- Well empower you to learn and grow the career you want.
- 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
