The Applications Monitoring and Support Analyst position at Manulife offers a dynamic opportunity to join the Global Operations Command Center team, where you'll play a crucial role in ensuring the stability and efficiency of various platform environments. This role directly supports Manulife's mission by maintaining seamless operations and providing critical incident management, thereby enhancing user experiences and operational reliability. As part of this opportunity, you'll benefit from a competitive salary, comprehensive health coverage, retirement savings, and access to a global network of industry experts. Furthermore, you'll gain extensive training resources and career development prospects in a supportive and rewarding work culture. **Position Responsibilities:** + Conduct initial triaging and troubleshooting for platforms and applications, and maintain support documentation. + Provide comprehensive user support services, including managing Service NOW requests and producing weekly status updates. + Ensure proactive ownership and management of incidents and issues until resolution. + Build and maintain effective working relationships with internal and external resources, including technology vendors and service providers. + Ability to work on rotating shifts and adapt to a full onsite work arrangement based on business needs + As part of a 24/7/365 operation, this is an Office based shift role. + Shift patterns are based on 8-hour shifts: (Morning 6am-3pm, Evening 2pm-11pm, Night 10pm-7am). **Required Qualifications:** + Bachelor’s degree in Computer Science, Information Technology, or a related field. + 2-3 years of relevant experience in an IT role, particularly in service operations or IT operations. + 3 or more years of progressive experience in a large, multinational organization, preferably within the financial or insurance industry. + Hands-on experience with Windows and Linux operating systems, as well as middleware technologies. + Basic knowledge of monitoring, alerting, observability concepts, and IT incident management processes. **Preferred Qualifications:** + Experience with Service NOW ITSM, xMatters, New Relic, or Moogsoft. + Familiarity with financial or insurance industry operations. + Advanced knowledge of Windows Outlook, MS Teams, and Microsoft Office tools. + Experience building effective working relationships with technology vendors and outsourcing service providers. **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. **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