Technical Support Engineer

The Opportunity

At Manulife, we are continually expanding our expertise in Azure platform and application support. To meet increasing demand and deliver exceptional operational support to our users, we have this exciting opportunity for you.

Role type: Fulltime Permanent

Office location: Toronto, ON (200 Bloor St. East)

Work arrangement: Hybrid (3 days in office, 2 days from Home); Remote working option is not available.

Working conditions: This role requires to be on-call rotational basis and availability after hours as needed.

Role responsibilities:

Must have:

• Provide technical support for enterprise data platforms, databases (SQL, Synapse SQL Pools, Mongo DB) and ensuring their optimal availability and reliability.

• Provide L2 level support for Pipelines/Batch jobs. Should be able to understand the code and provide timely resolutions and meet the SLAs

• Experience monitoring IT Infrastructure for its availability, capacity, hardware and OS also monitor Platform (IAAS, PAAS, SAAS) to identify and resolve issues, minimizing downtime and ensuring data accessibility.

• Demonstrable experience as Enterprise Data Support Engineer or similar role.

• Solid understanding of Windows Server, Linux server in Enterprise environment

• Experience in supported technologies (i.e. Azure Data Factory, Databricks, Synapse & Purview)

• Act as point of contact for downtime communication.

• Develop and maintain documentation for data processes, configurations, and troubleshooting procedures.

• Work closely with IT Security teams to coordinate system hardening, patching, and security updates.

• Assist in the management of data infrastructure, including database servers and cloud-based solutions.

• Deliver training and support as required to GOCC Teams, first level support engineers and new team members.

• Collaborate with level 1 support teams in resolving incidents.

• Develop automation of provisioning Azure services and resources

• Develops, maintains, and tests data pipelines, application framework, infrastructure for data generation; works closely with information architects, Solution Engineers and Data Scientists

• Administration and Supporting process like Incident, Change & Problem Management

• Access Control Management

• Risk and Vulnerability Management

• Experience in Devops & CI/CD tools GitHub, Terraform, Visual Studio required.

Good to have:

• Builds, codes, tests and maintains high quality software/maintenance scripts/dashboards/reports

• Strong technical skills in Azure, GCP, Azure VNET, Azure Monitoring, Azure PaaS, Azure SaaS, Azure IaaS and database management (e.g., MySQL, PostgreSQL, SQL Server).

• Knowledge or Hands on experience in Power BI is an asset

• Experience with New Relic & Moogsoft monitoring tools

• Stay ahead of emerging data technologies and standard methodologies to continuously enhance data systems and processes.

• Familiarity with scripting languages such as Python or Shell scripting for automation.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Bachelor’s degree or equivalent experience in technical field

• Experience in Azure Data Lake Environments.

• Knowledge with data integration tools (e.g., Informatica PowerCenter, APIs, IDMC) and cloud platforms (e.g., AWS, Azure, Google Cloud).

• Excellent problem-solving skills & Root cause analysis required for this job

• Strong communication skills, with the ability to explain complex technical concepts to non-technical partners.

• Ability to work independently and multi-functionally in a fast-paced environment.

• Ability to build relationships, engage and influence others, work with business units, architects, peers and partners globally

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 recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.