About Us: Manulife is a leading international financial services group that helps people make their decisions easier and lives better. We are committed to using sophisticated technology to provide top-tier services to our customers. Join us in driving technological excellence and operational stability within the insurance sector.

Position Overview: We are seeking an experienced and dynamic Manager Application Support to lead our Production Support Team. This individual will be responsible for ensuring the smooth operation and maintenance of our technology platforms, providing exceptional support to our insurance technology partners, and leading a team of skilled professionals.

Key Responsibilities:

Leadership and Team Management:

• Lead and manage a production support team, including Operations Engineers and Technical Support Analysts. Experience in hiring, mentoring/coaching, performance management and setting goals/expectations.

• Foster a collaborative and engaging team environment through effective communication and team-building activities.

• Identify and address skill gaps within the team by providing training, mentorship, and opportunities for professional development to ensure ongoing skill enhancement and career growth.

• Supervise the on-call team, providing leadership and acting as the primary escalation point for critical issues to ensure timely and effective resolution.

Project Management

• Task Prioritization: Ability to assess and prioritize support tasks and projects based on urgency, impact, and alignment with organizational goals.

• Roadmap Development: Develop and maintain a strategic roadmap for support initiatives, ensuring alignment with business objectives and customer needs.

• Team Coordination: Efficiently allocate resources and assign tasks to team members, ensuring optimal use of skills and expertise.

• Monitor team workload and capacity to ensure balanced distribution of tasks and prevent burnout.

• Conflict Resolution: Address and resolve conflicts within the team and with external customers in a constructive manner.

• Lead and manage full lifecycle implementation projects/programs for Support teams using leading practices like agile and tools (i.e. JIRA, Jenkins, confluence, DevOps etc.)

Incident Management:

• Lead the incident management process, including identification, prioritization, and resolution of production issues.

• Coordinate and communicate with relevant customers during incident resolution, ensuring timely updates and transparency.

• Conduct root cause analysis for major incidents and drive corrective actions to prevent recurrence.

• Develop and maintain incident management documentation, including incident reports and post-incident reviews, with a focus on tracking metrics to analyze performance and identify areas for improvement.

Operational Excellence:

• Supervise the day-to-day operations of the production support team, ensuring timely resolution of incidents and issues.

• Implement and enforce standard processes for incident management, problem management, and change management.

• Optimize change processes ensuring that the team is the gatekeeper, protective of Insurance Technology’s system health.

• Collaboration and Coordination: Work closely with cross-functional teams, including development squads, Value Stream Partners, and business partners, to ensure alignment and effective communication.

• Collaborate with the Asset Customer and Value Stream Manager to align production support activities with business and technical priorities.

Technical Oversight:

• Ensure the technical currency and ongoing maintenance of production systems and applications.

• Lead the team to deliver on non-functional requirements and acquire necessary approvals on documentation (architecture, risk approvals, support handovers).

• Lead disaster recovery activities for Insurance to ensure the organization can quickly recover from any unexpected events and maintain business continuity.

• Lead and Optimize Observability Platforms: Direct the management and enhancement of observability tools and platforms, ensuring they deliver actionable insights and facilitate proactive incident management.

• Spearhead Performance Tuning Initiatives: Lead the analysis of system performance metrics and logs to identify potential bottlenecks, performance issues, and areas for improvement, driving optimal system efficiency and reliability.

Qualifications:

• 6+ years validated experience in a leadership role in Application Support

• Enjoys a Puzzle – demonstrated problem solving skills, including critical thinking, creativity, and analytical reasoning.

• Demonstrated skill as an effective, eloquent & proactive communicator especially with Senior Stakehold.

• Solid experience with support and project management.

• Superb communication and interpersonal skills.

• Experience in the insurance or financial services industry is preferred.

• Experience in Vendor & Account management with external partners.

• Solid understanding of the MERN stack (MongoDB, Express.js, React, Node.js).

• Experience with Azure Kubernetes Service (AKS), Cloud Infrastructure, Microservice Architectures

• Proficiency in .NET technologies

• Experience in balancing needs of Legacy technologies

• ITIL certification is required.

What can we offer?

• 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 work-life balance.

• Professional development and leadership opportunities.

Our commitment:

Values-first 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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com .

Primary Location

Waterloo, Ontario

Semana de Trabajo Comprimida

Híbrido

Salary range is expected to be between

$94,220.00 CAD - $174,980.00 CAD

Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.