Incident Manager

Join our Global Technology Services Management and Support Team!

The Incident Manager (IM) plays a crucial role in ensuring the smooth functioning of an organization’s technology infrastructure. 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. Communicate clearly and effectively with partners and IT teams to ensure timely resolution of issues. Document all incidents and provide input to help management analyze patterns and identify areas for improvement.

Responsibilities:

The Incident Management team will work one of the following Roles daily per the defined team schedule in Teams ’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 Incident Record timeline and notifications as required.
• Send a briefing of the Incident with an overview of impact and Priority to IM Lead within 30minutes
• Provide ongoing updates to all collaborators as required during Incident resolution activities.
• 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 in the incident record 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.
• Communicate incidents as required via standard method to designated partners.
• 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 partner.
• 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 issues.
• Utilizes assigned Backup for overflow and engagements if/when volume is unsustainable.
• Acknowledge and handle all chatbot engagements via Teams and/or xMatters.
• Manages GTSM email Inbox.
• Participates in Daily Incident Management Stand up Meeting, Incident Reviews and works on additional tasks and responsibilities.
• Collectively monitors Chatbot, Teams Channel chats and active on-going incidents. 
• 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.).
• Training does not supersede Incident management requirements.

Working Arrangement:

• Rotating four-week shift schedule, with shifts scheduled over a Monday-Sunday period.
• Shifts will be 7 am-7 pm, with team members scheduled for two days’ work followed by two days’ off. 
• Requirement to participate in an on-call schedule in accordance with applicable Manulife policy (including on a team member’s day off, depending on the 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. 

What can we offer you?

• 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 stakeholders and has a positive social and environmental impact.

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.

Waterloo, OntarioIn Office

Salary range is expected to be between

$70,350.00 CAD - $117,250.00 CAD

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.