The Infrastructure Operations Assistant Manager role offers an exciting opportunity to lead and enhance the Global Operations Command Center's IT service delivery. This position is pivotal in ensuring seamless operations and aligning IT services with business objectives, thereby contributing significantly to our mission of operational excellence and customer satisfaction. By joining our team, you will gain valuable experience in managing a global IT infrastructure, develop leadership skills, and drive continuous improvement initiatives, all within a supportive and inclusive environment that empowers your professional growth. **Position Responsibilities:** + **Service Management:** Oversee daily operations of the Global Operations Command Center to ensure high availability and performance of IT services, develop and implement service delivery strategies, and monitor performance metrics to meet SLAs. + **Team Leadership:** Lead and manage a team of service delivery professionals, fostering a collaborative environment, ensuring professional development, and coordinating shifts for 24/7 coverage and rapid incident response. + **Incident and Problem Management:** Manage incident processes to ensure timely issue resolution, conduct root cause analysis for major incidents, and coordinate with cross-functional teams for complex issue resolution. + **Stakeholder Collaboration:** Serve as the primary contact for service delivery issues, collaborate with IT, business units, and vendors for integrated service delivery, and communicate service performance and changes to stakeholders. + **Continuous Improvement:** Drive initiatives to optimize service delivery processes and technologies, stay informed of industry trends, and conduct regular reviews to ensure compliance with organizational standards. **Required Qualifications:** + Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). + Proficiency in ITSM frameworks, such as ITIL version 3, for efficient IT service management. + Proven experience in IT service delivery and operations management within a global organization. + Familiarity with the ServiceNow platform and remote support tools. + At least 5 years of experience in IT Infrastructure, including 2 years on Cloud, and 2 years in IT Operations. **Preferred Qualifications:** + AZ-900 / AZ-104 / ITIL 4 Certification + Project Management Certification + At Least 2-Year Experience on using Linux OS + Experience on using RedHat Ansible Automation Platform **_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