Production Support Engineer

Are you a Production Support Engineer who loves building features but finds yourself drawn to the why behind system performance We are building a high-impact Digital Technology & Services (DTS) team at Manulife responsible for the stability and evolution of our critical cross-domain services. You wont just be patching bugs; youll be the bridge between development and infrastructure ensuring our platforms remain resilient for millions of are expanding our Digital Technology & Services (DTS) team and hiring a Daytime Support Full Stack Engineer who will play a key role in maintaining the stability reliability and performance of our critical crossdomain services. This role focuses heavily on daytime support inquiries site reliability practices and change/incident/problem management ensuring our systems remain stable and our customers continue to receive seamless service.
Youll work closely with development teams operations and business partners becoming the steady hands that keep our platforms healthy scalable and resilient.

Position Responsibilities:

• While this role is not a pure development position it blends engineering fundamentals with operational excellence. You will spend your time:
• Responding to daytime production support inquiries
• Improving reliability and stability through proactive engineering
• Managing change incidents and problems
• Enhancing observability and health systems
• Ensuring issues not only get resolved but get resolved permanently
• Act as the primary daytime contact for productionrelated questions blocking issues and support requests.
• Perform initial triage resolving and root cause analysis.
• Collaborate with engineering teams to drive permanent fixes.
• Communicate clearly with stakeholders ensuring visibility and transparency.
• Using App Insights/Azure Monitor Log Analytics etc. Also experience with SLOs/SLIs error budgets MTTR change failure rate managing resource needs DR/BCP ITILaligned incident/problem/change practices.
• Site Reliability & System Health
• Strengthen system reliability through monitoring alerting and proactive maintenance.
• Improve observability using tools like Moogsoft New Relic dashboards logs and distributed tracing.
• Build or update runbooks to increase operational readiness.
• Contribute to reliability improvements such as reducing alert noise closing systemic gaps and improving service resilience.
• Thoughtful use of AI tools and AI-assisted workflows to enhance reliability observability and resilience

Required Qualifications:

• 3 years of experience in technical support DevOps or an SREadjacent role.
• Strong solving and diagnostic skills across distributed systems.
• Handson experience with observability platforms (e.g. New Relic Moogsoft).
• Solid understanding of incident change and problem management standard processes.
• Proficiency with the ServiceNow ITSM platform.
• Experience with SDLC processes CI/CD pipelines Infrastructure as Code (IaC) Blue/Green deployments and standard release management practices.
• Strong grasp of ITSM processes particularly the ITIL framework to ensure consistent alignment to service management standards.
• A datadriven approach with an automationfirst perspective.
• Ability to communicate clearly with both technical and nontechnical audiences.
• A fix it right mentality favoring longterm solutions over repeated manual interventions.
• Curiosity and a desire to grow in site reliability engineering and deepen your technical expertise.

Preferred Qualifications:

• Full-Stack Skills: Proficiency in modern frontend (React/Angular) and backend (Java/ : Experience with observability toolsspecifically New Relic Jenkins GitHub actions Snyk Azure (AKS) SonarQube Jira.
• The Fix it Once Mentality: You prefer writing a script or refactoring a service over manually fixing the same bug : Availability to manage production escalations including after-hours You Will GainOn-Call Compensation: Competitive Beeper Bucks (on-call stipend and standby compensation) through our On-Call Incentive Program.

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 distributed team well support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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 .

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education/training. If you are applying for this role outside of the primary location please contact for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits including health dental mental health vision short- and long-term disability life and AD&D insurance coverage adoption/surrogacy and wellness benefits and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays vacation personal and sick days and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.