Infrastructure Operations Manager

The Infrastructure Operations Manager of the Global Operations Command Center is responsible for ensuring the seamless delivery of IT services and operations across global platforms. This role requires proactive management and coordination of services, ensuring alignment with business needs and objectives. The Infrastructure Operations Manager will oversee the command center operations, manage a team of skilled professionals, and collaborate with various stakeholders to enhance service quality and operational efficiency

Position Responsibilities

• Service Management:
• Oversee the day-to-day operations of the Global Operations Command Center, ensuring high availability and performance of IT services.
• Develop and implement service delivery plans and strategies in alignment with organizational goals.
• Monitor service performance metrics and KPIs to ensure service level agreements (SLAs) are met.
• Identify areas for improvement and implement solutions to enhance service delivery and operational processes.
• Team Leadership:
• Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
• Foster a collaborative and customer-focused environment, ensuring continuous professional development of team members.
• Schedule and coordinate shifts to ensure 24/7 coverage and rapid incident response.
• Incident and Problem Management:
• Oversee incident management processes, ensuring timely resolution of issues and minimizing impact on business operations.
• Conduct root cause analysis for major incidents and implement corrective actions to prevent recurrence.
• Coordinate with cross-functional teams to resolve complex issues and escalations.
• Stakeholder Collaboration:
• Act as the primary point of contact for service delivery issues and inquiries from internal and external stakeholders.
• Collaborate with IT, business units, and third-party vendors to ensure integrated service delivery.
• Communicate service performance, major incidents, and planned changes to stakeholders in a clear and timely manner.
• Continuous Improvement:
• Drive continuous improvement initiatives to optimize processes, tools, and technologies used in service delivery.
• Stay informed of industry trends and best practices to enhance the command center's operational capabilities.
• Conduct regular reviews and audits to ensure compliance with organizational policies and standards.
  

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• Proficiency in using the ITSM frameworks, such as the ITIL framework for efficient IT service management
• Proven experience in IT service delivery, operations management, or a similar role within a global organization.
• Strong leadership and team management skills, with experience leading a 24/7 operations team.
• Excellent problem-solving and analytical skills, with the ability to make data-driven decisions.
• Strong communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively
• Familiarity with the Service Now platform
• Strong “automation-first” mindset
• Proficiency in collecting support information and handling incident resolution and change requests
• Proficiency in providing advanced technical support on software, hardware, business processes, and services through multiple channels
• Strong ability to configure components and resolve issues
• Familiarity with remote support tools
• Experience in collaborating with architecture, operations teams, business departments, and external vendors to ensure effective technology lifecycle management and problem resolution
• At Least 5-Year Experience in IT Infrastructure (2-Year on Cloud)
• At Least 2-Year Experience 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 deepen your technical skills across software, infrastructure, and platform configurations.
• You'll gain valuable experience in diagnosing and resolving complex technical issues.
• We’ll provide opportunities to build relationships and collaborate with different departments. This experience can improve your teamwork and communication skills and give you insights into various parts of the organization.
• We'll provide you authority to lead projects or work streams independently which presents an opportunity to develop leadership and project management skills.
• With a focus on an "automation-first" mindset and process improvement, you can contribute to increasing the efficiency and effectiveness of IT services
  
  

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Working Arrangement

In Office