Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role.
We reserve the right to change duties or assign additional duties at any time with or without notice.
People Leader Role : No
Key Accountabilities :
Individual Accountabilities :
Responsible for seamless functioning of technology and applications for the benefit of internal and external users
Assists with resolution of issues surfaced by support analysts
Resolves technical issues and record transactions via ticketing system
Promotes persistent issues to Engineers and Architects where necessary
Enables use of software / platform components through configuration, scripting and provisioning, designs materials and processes to educate users
Create and maintain script libraries to triage most common issues
Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships
Escalates persistent issues to engineers and architects where necessary
Proactively makes suggestions for improvements based on understanding of availability SLA
Platform : Focuses on configuring platform to enable software development
Infrastructure : Focuses on configuring infrastructure to support platform
Software : Focuses on configuring software to enable application development
Contributes to catalogue of scripts and solutions
Resolves moderately complex issues with software / platform components
Advises on moderately complex issues relating to configuring, provisioning and maintaining software / platform components
Strong business acumen, enhances operational process to enhance value proposition
Greater positive impact to specific organizational entities
Contributes to the success of a team
Job Requirements :
Business acumen, ability to relate activities to Manulife business model
Strong knowledge of object and data models; understanding of fields and attributes
Strong ability to configure and resolve issues
Understanding of user interfaces, ability to modify templates
Needs class room training for new disciplines
Finds his / her own way in tutorials and documentation
All interpersonal skills meet requirements for role
Strong working knowledge of key aspects of role
Staying abreast of developments in own technical discipline and able to recognize and translate these to own working env't
Straightforward tasks likely to be completed to an acceptable standard
Sees actions as a series of linked steps
Understands informal structure, company culture, cooperation & information sharing within the company
Constantly learns from both success and failure
Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
Proactively identifies opportunities for improvement in processes and workflows
Monitors areas of persistent difficulty and creates materials to efficiently deal with them
Decision Authorities :
Able to achieve some steps using own judgement; supervision needed
Possesses analytical skills and appreciates complex situations but only able to achieve partial resolution
If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.
We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.
As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.
4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.
With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.