shift leader, global Operations command center (gocc)The 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 Shift Leader responsibilities include leading a team of Analysts in the organization, and operation of the Global Operations Command Center in Quezon City, Philippines. This Shift Leader will lead the GOCC Analysts and Infrastructure Engineers, and manage activities associated with providing the 24/7/365 support and technical services required to maintain Manulife's infrastructure and applications by identifying, prioritizing, and managing events and incidents including incident status communication to internal stakeholders.
As part of a 24/7/365 operation, this is an Office based shift role.
Shift patterns are based on 11-hour shifts alternating between early and night shifts. Shift patterns may change or revert to 8-hour shifts as management and business needs change.
Essential Duties and Responsibilities:
Ensures the operation is in accordance with the established procedures and practices, that OLA's are achieved and that the service is fully operational 24/7/365.
Implements policy and process changes and ensures procedures are continuously improved.
Ensures events and incidents are assessed correctly and that appropriate escalation take place.
Monitors the performance of team personnel, reviewing response times, incident and event logs and trends in incidents reported.
Recommends strategies and or enhancements to increase employee productivity.
Initial Incident management responsibility until handover to local incident manager takes place.
Effectively communicate incident status to business and Senior Stakeholders.
Support global IT services in the delivery and configuration of monitoring standards.
Ensure effective hand overtakes place between shifts.
Prioritizes and manages Service request backlog.
Duties common to Team Leadership:
Support compliance with corporate direction and team objectives.
Ensure staffing levels and shift patterns are achieved to maintain effective service.
Monitor team performance through objective assessment, performance feedback and coaching.
Motivate employees to over-achieve and correct performance problems.
Develop staff skills and abilities to meet business needs.
Actively support company programs and ensure adherence to company rules and procedures.
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Level Differentiators:
Evaluates Incident impact and urgency and monitors incident progress to effectively communicate incident status to business and Senior Stakeholders.
Manages the coordination of the activities of the team with responsibility for quality, process compliance and results.
Prioritizes and manages Service request backlog to ensure OLAs are met.
Reporting Relationships:
Reports to Manager, IT Operations Center (ITOC)
Knowledge and Experience:
Very good communication skills / interaction skills with stakeholder community.
4 to 6 years of IT Service Operations experience in a MNC Operations Support Center, with two or more years of team leader experience.
With experience using SCOM, New Relic, Grafana and Statseeker as monitoring tools.
Minimum ITIL V3 Foundation certification.
Experience working with ITSM tools, preferably ServiceNow.
Bachelor's degree in business or computer science.
Good and clear written English language and documentation skills.
Knowledge of configuration management / controls / compliance.
Flexible to work in shifts to cover 24/7/365 operations.
Ability to work under high pressure and flexibility to meet business demands as they arise.
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