Join our Global Technology Services Management and Support Team!

The Incident Manager (IM) plays a crucial role in ensuring the smooth functioning of our organization's technology infrastructure. This role is responsible for managing and resolving IT-related incidents, which may include hardware or software malfunctions, data security breaches, and network outages. Their primary role will be to investigate and identify the cause of such incidents, assess the severity of the problem, and develop strategies to resolve them efficiently.

The IM is required to communicate clearly and effectively with collaborators and IT teams to ensure timely resolution of issues; to document all incidents and provide input to help management analyze patterns and identify areas for improvement.

Position Responsibilities:

The team will work one of the following per the defined team schedule and shifts:

Identify and triage incidents to assign the appropriate Priority rating to kick off Incident Management activities.

Lead restoration activities for Managed Priority 3 (MP3) Incidents and Provide 7x24x365 Incident facilitation as per assigned shift / on call role.

Facilitate MP3 Technical Command Center meetings.

Support Lead IM on P1 or P2 calls, managing the Record timeline and notifications as required.

Send a briefing of the Incident with an overview of impact and Priority to IM Lead within 30minutes.

Act as a point of contact for priority issues and facilitate expedited action for incidents.

Engage support teams based on technical expertise required for each incident.

Ensure a timeline of events are recorded with accuracy and completeness.

Track current impact and urgency, questions and answers, paths of investigation, and Action Items.

Ensure all change – break/fix actions are noted in the associated record at time of Incident.

Interact with vendor resources as per defined contractual requirements.

Identify incidents to be flagged for Problem and Change Management.

Ensure proper training, coaching and knowledge are available to all resources involved in the Incident Management Process.

Monitor and Report on process performance and compliance.

Facilitate Incident Retrospectives for all Priority 3 and Managed Priority 3 Incidents ensuring the Incident record is complete and accurate.

Document the Incident Summary in the IR template and distribute to appropriate team member.

Participate in Problem Management activities for all Managed P3 incidents as required.

Ensure compliance to process and controls throughout the Incident process.

Responds to Prime Line within 15min and manages new incidents and critical issues.

Uses assigned Backup for overflow and engagements if/when volume is unsustainable. 

Acknowledge and handle all chatbot engagements via Teams/xMatters/GTSM emails.

Participates in Daily Incident Management Stand up Meeting, Incident Reviews and works on additional tasks and responsibilities.

Resources will be available to join technical call or respond to request within 5 minutes unless they have identified themselves as unavailable due to other approved reasons (i.e., approved time off for appointment, lunch, etc.)

Working Arrangement:

Rotating four-week shift schedule, with shifts scheduled over a Monday-Sunday period.

Shifts will be 7.5 hours from Monday to Friday, with team members scheduled for on call coverage from 4PM-8PM and Saturday or Sunday on a rotational basis.

Requirement to participate in an on-call schedule. Should a team member be called-in to work while on-call, they will receive call-in pay for work performed in accordance with the applicable Manulife policy.

Any overtime will be paid in accordance with the (Canada) Overtime Standard.  

Team members are required to work in-office at the agreed office location, unless alternate arrangements are otherwise approved.  

Preferred Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

 Demonstrated ability in IT operations, technical support, system administration, or a similar technical role.

Demonstrable experience in incident management, preferably in a 24/7 high-availability environment. 

 Solid understanding of ITIL framework and standard processes (certification like ITIL v4 is a plus).

Demonstrated ability to lead and coordinate  with multi-functional teams during high-severity incidents.

Excellent problem-solving skills to remain calm under pressure and prioritize tasks effectively.

Good communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical partners. 

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.

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.