IT Operations Analyst - Waterloo, Canada - Manulife

Manulife

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
Hybrid

Manulife Bank is seeking an Incident Management practitioner to join our Production Application Support and Service Delivery Team.

Your main responsibility is driving incident investigations and mitigating actions to rapidly recover IT services during unplanned degradation, with emphases on communication of impact to business partners.

Responsibilities continue post incident, through the Problem Management to drive root cause analysis and corrective actions.

Time will also be spent on Change Management process, backing-up the Release Management team.

Responsibilities:

Primary driver of Bank incident Management processes and procedures.
Respond to alerts, initiate incident investigation meetings.
Build meaningful incident impact statements, with clear linking of IT outage to customer experience.
Communicate incident impact and investigation status updates to collaborators.
Work with multifunctional engineering and business teams.
Partner with, and backup to, Change and Release Management teams.
Regular reporting on Incident Management process measures.
Find opportunities for process improvement and implement continuous improvement plans.
Continuous education, to keep on top of coming technologies and tools.
Work a rotating on call schedule within Service Delivery Team.

How will you create impact?
You view yourself as an authority in Incident Management and problem solving processes. Your contribution can be measured directly to how quickly service functionality is restored during an incident.

What we are looking for

3+ years Incident Management experience
At least a Bachelor's Degree/College Diploma.
Preference for ITIL Certification.
Skills for technology and IT systems.
Good communication, organization and time management skills.
Passion for documentation and knowledge transfer
Passion for continuous improvement.
Passion for problem solving and creating a stable customer experience.
Comfortable with data analysis and dashboard creation. To use data to make decisions.
Available to work within an On-Call team.

What can we offer you?

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 to you

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 group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion).

We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer

Salary & Benefits
The annual base salary for this role is listed below.

Primary Location
Waterloo, Ontario

Salary range is expected to be between
$68,775.00 CAD - $114,625.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short