Job Information
Manulife Applications Monitoring and Support Analyst in Quezon City, Philippines
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 packages and performance bonuses
Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
Retirement savings benefit
Rewarding culture that values wellness and well-being
Performance Bonus
Global network of industry experts
Extensive training resources
Job Description:
We’re looking for an Applications Monitoring and Support Analyst to join our Global Operations Command Center (GOCC) team at MBPS. In this role, you are expected to perform user administration, environment health checks/KLO, support of incident, request, change and problem tickets, and troubleshoot and incident management of all platform environments for multiple shared platforms supported.
Have the skills and knowledge for the job? Learn more about the opening below!
Key Responsibilities:
Participate in platform and/or application initial triaging and troubleshooting, maintain, update Platform and/or Application Support documentation on processes, policies, application configuration and help related materials for users.
Provide User Support Services (create and track user requests in Service NOW, Update existing Service NOW tickets, Keep Service NOW Queue Management Dashboard updated, Produce weekly status updates).
Be available to work off-hours and extended shifts if required.
Proactive ownership of incidents-issues until resolution, logging and tracking identified system problems through resolution.
Building effective working relationships with internal and external resources, technology vendors and outsourcing service providers and Interfaces with IS groups, strategic vendor partners, and other Business Units, peers, IS Managers, Directors, and AVPs.
Qualifications:
Must be Bachelor’s Degree in Computer Science, Information Technology
Must have 2-3 years of relevant experience in IT Role/Service Operations
Work Arrangement: Full onsite
Shift Schedule (Rotating): Amenability to work on the assigned schedule (dependent on business need)
Minimum Skills to Hire/Must Haves:
Knowledge of Windows Outlook, MS Teams, and basic Microsoft Office tools
3 or more years’ progressive experience in a large, multinational organization, experience within financials, or insurance industry preferred
Hands-on experience on Windows and Linux Operating Systems
Basic knowledge on Monitoring, Alerting, and Observability Concepts and Technologies
Basic Knowledge on IT Incident Management process
Hands-on experience on Middleware technologies
Experience or familiarity with at least one of these is preferred:
Service NOW ITSM
xMatters
New Relic
Moogsoft
Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM
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 .
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