associate analyst, global Operations command center (gocc) evergreenThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
The Opportunity
The IT Operations Analyst provides tier one and tier two technical support for the operation of the Global Operations Command Center in Quezon City, Philippines, in accordance with established goals and procedures. The analyst will complete activities associated with providing the 24/7/365 operations required to maintain Manulife's infrastructure and IT services by identifying, analyzing, and prioritizing events and incidents and completing service requests and BAU tasks.
As part of a 24/7/365 operation, this is an office-based shift role.
WORK ARRANGEMENT: Full Onsite Set-up
SCHEDULE: 24x7 rotating shift
LOCATION: Amenability to work in U.P. Ayala Land Technohub, Quezon City
Responsibilities:
Actively monitor performance dashboards and event queues
Ensures events and requests are assessed correctly and that appropriate escalation takes place.
Recommends strategies and or enhancements to increase employee productivity.
Contribute to effective shift hand over.
Prioritizes and manages Service request backlog.
Support compliance with corporate direction and team objectives
Maintain technical knowledge regarding existing and newly released Manulife services.
How will you create impact
As an Analyst, you will be part of our Global Operations Command Center team that has a vantage point across all segments in Manulife.
You will work shifts in our 24/7/365 IT Operations Command Center, with a team of Eyes-On-Glass, Engineering Operations, Instrumentation and Monitoring Tools, and Automation Engineers. You will work with the latest edge cutting digital technological advancements such as Azure Cloud and applications of Artificial Intelligence in IT Operations.
What motivates you
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
Very good communication skills / interaction skills with stakeholder community.
Knowledge of IT Infrastructure and Application Performance monitoring tools.
Minimum ITIL V3 Foundation certification.
Experience working with ITSM tools, preferably ServiceNow.
Bachelor's degree in Computer Science or any Engineering program.
Good and clear written English language and documentation skills.
Amendable to work in shifts to cover 24/7/365 operations.
Must be willing to work onsite in Quezon City, Philippines
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.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC on the Toronto, New York, and the Philippine stock exchanges, and under 945 in Hong Kong.
Manulife is an Equal Opportunity Employer