IPC Manager, IT Operations
John Hancock Manulife
We’re looking for a Manager, Incident, Problem, and Change (IPC), to join our Global IT Operations team at MBPS. In this role, you are expected to have strong leadership and decision-making skills that will be crucial in prioritizing incidents and allocating resources effectively. Additionally, your problem-solving skills will be key in accurately assessing incident severity and impact.
Position Responsibilities:
- Develop, coordinate and promote the ITIL-based Incident process, including Major Incident handling, and continually improve to standard methodologies
- Standardize and provide Incident metrics, Major Incident metrics and Critical Success Factors and perform in-depth analysis
- Manage a team of Senior Incident Management Analysts that ensure the incident management process & major incident management process are being adhered to by the Platform and Application Support Teams & all other teams that interface with the Global Operations Command Center teams.
- Act as the primary point of escalation for Incident, Problem and Change, working collaboratively with cross-functional teams to address and resolve issues promptly and effectively
- Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (service support teams, product teams and partners) and externally (i.e. vendor)
- Assess business impact of incidents using sound customer facing judgement
- Ensure that all incidents are logged and documented appropriately in the system of record
Required Qualifications:
- Education: A bachelor's degree in IT, Computer Engineering, Computer Science or a related field is required.
- Experience: Proven incident management experience is critical, usually requiring 5+ years.
- Full onsite working Arrangement: Amenability and readiness to work onsite full time
- Shift Schedule (Rotating): Amenability to work on the assigned schedule (dependent on business need)
Preferred Qualifications:
- Incident Management Knowledge: Extensive knowledge of incident management processes, systems, and tools is mandatory.
- Communication Skills: Excellent analytical and decisive problem-solving skills are necessary.
- Problem-solving Skills: Excellent analytical and decisive problem-solving abilities are required.
- Organizational Skills: Incident managers effortlessly handle multiple tasks and priorities.
- Continuous Improvement: Priorities include constant development and client satisfaction.
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.
Manulife 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 recruitment@manulife.com.
Working Arrangement