The Intermediate Software Technical Analyst supports, stabilizes, and enhances critical digital wealth platforms across multiple Asian markets, with increased ownership of complex production issues. This role contributes to the organization’s mission by ensuring secure, reliable, and scalable application operations across frontend, backend, and data layers.

Working within a DevSecOps-aligned operating model, you will lead deeper technical investigations, perform root cause analysis, and collaborate closely with development, infrastructure, and security teams. This role also contributes to ongoing transformation initiatives by leveraging AI and automation tools to enhance incident analysis, improve operational efficiency, and enable more proactive application support.

This opportunity provides broader system ownership, deeper technical exposure, and increased influence on platform reliability and continuous improvement.

Position Responsibilities

• Provide Level 2 to early Level 3 analysis and troubleshooting for complex, business-critical applications.
• Investigate and resolve production issues across frontend, backend services, APIs, and databases.
• Perform root cause analysis using application logs, API traces, and database queries (MS SQL, MongoDB).
• Act as primary incident owner for complex incidents, coordinating resolution across multiple technical teams and stakeholders.
• Collaborate with development, infrastructure, and security teams to support releases, defect remediation, and operational improvements within a DevSecOps framework.
• Identify recurring issues and contribute to preventive solutions, automation, monitoring, and process improvements.
• Support and enhance operational reporting, workflows, and automation using Microsoft Power Platform (Power BI, Power Automate, Power Apps).
• Track, analyze, and report operational metrics; participate in post-incident reviews and continuous improvement initiatives.
• Ensure adherence to security, change management, and operational standards.
• Participate in on-call rotations and provide off-hours support as required by the business.

AI and Transformation Responsibilities

• Leverage AI-assisted tools (e.g., Microsoft Copilot or similar technologies) to support incident analysis, troubleshooting, and knowledge generation.
• Identify opportunities to improve support processes through AI-driven insights, automation, and intelligent monitoring.
• Contribute to continuous improvement initiatives by incorporating emerging technologies, including AI, to reduce manual effort and enhance service delivery.

Work Set‑Up / Schedule / Location:

• Primary shift: 9:00am–6:00pm
• Willingness to cover early (5:00am) or late (11:00am) shifts as needed
• Hybrid work arrangement: 3 days onsite, 2 days work‑from‑home

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• 4–6 years of experience supporting applications or systems in a production environment.
• Strong hands-on experience with relational and NoSQL databases, including MS SQL and MongoDB, for troubleshooting, analysis, and validation.
• Solid understanding of frontend applications, backend services, APIs, and system integrations.
• Proven experience investigating incidents across application, service, and data layers.
• Hands-on experience with Microsoft Power Platform tools: Power BI, Power Automate, and Power Apps.
• Working knowledge of DevOps or DevSecOps practices, including exposure to CI/CD pipelines, deployment validation, monitoring, or operational controls.
• Strong incident management, problem-solving, and root cause analysis skills.
• Excellent English communication skills with the ability to explain technical issues to business and non-technical stakeholders.
• Good understanding of ITIL practices and service management principles.
• Willingness to work shift schedules, extended hours, or on-call rotations as needed.

Preferred Qualifications

• Exposure to modern web technologies such as JavaScript, React.js, and Node.js, supporting frontend and API-driven systems.
• Advanced practical experience querying and analyzing data using MS SQL and/or MongoDB, particularly for complex production issues.
• Experience using ServiceNow, Jira, or similar workflow and ticketing platforms.
• Working knowledge of programming or scripting languages such as Python, C#, VB Script, .NET / .NET Core, for troubleshooting or automation.
• Familiarity with workload automation or scheduling tools (e.g., CA Workload Automation).
• Experience supporting systems in financial services, wealth, or asset management environments is a plus.
• Exposure to AI-assisted tools (e.g., Microsoft Copilot, ChatGPT, or similar) in troubleshooting, automation, or data analysis is a plus.

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 hr@manulife.com.