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. **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 . **Referenced Salary Location** Waterloo, Ontario **Modalidades de Trabajo** En la oficina **Salary range is expected to be between** $71,925.00 CAD - $119,875.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.