We are seeking a Service Delivery Analyst who will play a crucial role in ensuring the reliability of our IT services through effective monitoring and continuous improvement. The successful candidate will collaborate with leaders in infrastructure engineering, product development, operations, and application support to configure and enhance service monitoring systems. This is an office-based shift role as part of a 24/7/365 operation, and shift patterns may change based on management and business needs. **Position Responsibilities:** **Service Delivery Management:** + Oversee and ensure service delivery meets quality standards and client expectations. + Implement service management frameworks and tools to enhance service efficiency. + Develop action plans and strategies based on data analysis to improve service delivery. **Monitoring Solutions:** + Instrument monitoring solutions on various infrastructure platforms. + Script custom monitoring solutions and AI instrumentation. + Utilize tools like New Relic, Azure Monitor, Grafana, and more to build performance and reliability metrics. **Technical Documentation:** + Develop and maintain comprehensive documentation for service delivery processes and procedures. + Ensure documentation is clear, accurate, and accessible to relevant stakeholders. **Process Improvements:** + Identify opportunities for service delivery process enhancements and implement best practices to increase efficiency. + Collaborate with cross-functional teams to drive continuous improvement initiatives. **Data Analysis and Troubleshooting:** + Conduct quality checks on service delivery data to identify trends and patterns. + Leverage data insights to inform process improvements and strategic decisions. + Capable of troubleshooting, identifying issues, and providing solutions. **Stakeholder Communication:** + Serve as a liaison between stakeholders to communicate service status, risks, and opportunities. + Work closely with developers, system architects, and IT staff to translate business requirements into service delivery specifications. **Required Qualifications:** + Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. + At least 1-5 years of experience with scripting languages such as Java, JSON, Ruby, Python, PowerShell, JavaScript, and Regex. + Experience with monitoring tools like New Relic, Azure Monitor, Grafana, and others. + Strong understanding of networking and internet protocols, including TCP/IP, DNS, SMTP, HTTP, and distributed networks. + Proven experience in service delivery management, data analysis, and system engineering. + Excellent communication and organizational skills. **Preferred Qualifications:** + Advanced knowledge of Docker, Cloud Foundry, Azure Kubernetes, and other components supporting automated, resilient platforms. **When you join our team:** + We’ll empower you to learn and grow the career you want. We'll + 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. **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 . **Modalidades de Trabajo** En la oficina