shift manager - global Operations command centerManulife Business Processing Services (MBPS)

Job Description
Are you looking for a supportive and collaborative workplace with great benefits and clear career development You've come to the right place.
Why choose Manulife
Competitive salary package
HMO on the first day with free dependents
Retirement benefits
Merit Increase
Performance Bonus
Global network of industry experts
Extensive training resources
Job Description
We're looking for a Shift Manager who will lead a team of Eyes-on-Glass analysts and technical engineers in the Global Operations Command Center (GOCC) in Quezon City, Philippines. The role's primary purpose is to lead, motivate and, direct the team responsible for 24/7/365 monitoring, incident management, and L1 and L2 triaging/technical support.
Have the skills and knowledge for the job Learn more about the opening below!
Responsibilities
Ensure the Global Operations Command Center is operating in accordance with the established procedures and practices, that OLA's are achieved and that the service is fully operational 24/7/365
Provide technical and process leadership and mentoring to the Engineering Operations and Eyes-on-Glass team
Responsible for the effective monitoring, escalation, and request fulfilment across global Service Operations, performed by the Eyes-on-Glass team
Responsible for incident management, including incident response and stakeholder communications, performed by the Engineering Operations team
Ensure that teams have appropriate product and technical knowledge, direction, and resources to productively achieve the team's objectives
Responsible for the completion of BAU operations
Effective communication and collaboration with the Global Infrastructure and Application teams
Implement policy and process changes and ensures procedures are continuously improved
Evaluate Incident impact and urgency and monitors incident progress to effectively communicate incident status to business and Senior Stakeholders
Prioritize and manage Service request backlog to ensure OLAs are met
Qualifications
Degree in Computer Science or related field
Minimum of 5 years professional experience in an IT environment
Minimum of 5 years experience in supporting applications in production environments running on Linux or Windows
4 to 6 years of IT Service Operations experience in a MNC Operations Support Center
With at least 4 years of team leader experience
Experience with IT service management tool ServiceNow
With ITIL v3 Foundation Certification
Deep knowledge in Incident Management, Change Management, and Problem Management
Six Sigma experience preferred
AZ900 Certification is a plus
Experience in working with IaaS and PaaS in Microsoft Azure such as Managed SQL web apps, etc.
Preferably has knowledge in SQL administration and IIS administration
Proven experience in responding to and managing critical technology
Evaluate, recommend, steer towards building efficiencies & automation.
Confident in engaging with other teams in joint troubleshooting
Relevant experience from working in DevOps organizations
Work Arrangement: Full Onsite Set-up
Schedule: 24x7 rotating shift
Location: U.P. Ayala Land TechnoHub, Quezon City
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