Operations Analyst - #130337


Date: 2 weeks ago
City: Quezon City, Metro Manila
Contract type: Full time

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


Job Description

The opportunity

We are looking for a dynamic Major Incident Manager (MIM) to join our GTSM - Global Technology Service Management. In this role, you'll be in charge of leading the incident management process to resolution and restoring operations swiftly. You will also log and categorize major incidents to improve incident management protocols. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.


  • Overseeing the incident management process.
  • Responding to a reported major incident, identifying the immediate fix in coordination with support teams to provide faster and a consistent incident resolution.
  • Sends major incident notifications by providing clear and timely communication to the affected customers and stakeholders until recovery.
  • Prioritizing incidents according to their urgency based from the business impact using the Priority Incident Matrix.
  • Manage internal repositories that outline incident protocols, engagements and escalation path.
  • Collaborating with the incident support teams to ensure that all protocols are diligently followed. F acilitate the post-incident review and improvement actions through Incident Retrospective Review.
  • Logging all incident details and their resolution. Ensuring all captured details are accurate and recorded via ServiceNow and other internal tools.
  • Adjusting the incident management process based on the current situation as required to ensure its effectiveness.
  • Direct communication with upper management (e.g. DCO (Duty Commander Oncall) regarding updates, next steps of actions and details provided in the incident technical bridge.
  • Managing the incident tickets by assigning to correct teams and ensuring that tickets are marked as Resolved following recovery.

What we are looking for

  • Bachelor's degree in information technology, engineering, or any related field.
  • At least three year's experience working in IT service management, or a similar role.
  • Strong knowledge of IT service management software including ITILv4
  • Experience working with IT systems and software such as ServiceNow, Outlook, MS Teams
  • Excellent decision making skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Strong problem solving, analytical, and time management skills.

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

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] .

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