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 position at Manulife offers a dynamic opportunity to join the Global Operations Command Center team where youll play a crucial role in ensuring the stability and efficiency of various platform environments. This role directly supports Manulifes mission by maintaining seamless operations and providing critical incident management thereby enhancing user experiences and operational reliability. As part of this opportunity youll benefit from a competitive salary comprehensive health coverage retirement savings and access to a global network of industry experts. Furthermore youll gain extensive training resources and career development prospects in a supportive and rewarding work culture.
Position Responsibilities:
- Conduct initial triaging and troubleshooting for platforms and applications and maintain support documentation.
- Provide comprehensive user support services including managing Service NOW requests and producing weekly status updates.
- Ensure proactive ownership and management of incidents and issues until resolution.
- Build and maintain effective working relationships with internal and external resources including technology vendors and service providers.
- Ability to work on rotating shifts and adapt to a full onsite work arrangement based on business needs
- As part of a 24/7/365 operation this is an Office based shift role.
- Shift patterns are based on 8-hour shifts: (Morning 6am-3pm Evening 2pm-11pm Night 10pm-7am).
Required Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field.
- 2-3 years of relevant experience in an IT role particularly in service operations or IT operations.
- 3 or more years of progressive experience in a large multinational organization preferably within the financial or insurance industry.
- Hands-on experience with Windows and Linux operating systems as well as middleware technologies.
- Basic knowledge of monitoring alerting observability concepts and IT incident management processes.
Preferred Qualifications:
- Experience with Service NOW ITSM xMatters New Relic or Moogsoft.
- Familiarity with financial or insurance industry operations.
- Advanced knowledge of Windows Outlook MS Teams and Microsoft Office tools.
- Experience building effective working relationships with technology vendors and outsourcing service providers.
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
