Manager Engineering

About Us: Manulife is a leading international financial services group that helps people make their decisions easier and lives better. We are committed to using sophisticated technology to provide top-tier services to our customers. Join us in driving technological excellence and operational stability within the insurance sector.

Position Overview: We are seeking an experienced and dynamic Manager of Engineering to lead our Production Support Team. This individual will be responsible for ensuring the smooth operation and maintenance of our technology platforms, providing exceptional support to our insurance technology partners, and leading a team of skilled professionals.

Key Responsibilities:

Leadership and Team Management:

• Lead and manage a production support team, including Operations Engineers and Technical Support Analysts. Experience in hiring, mentoring/coaching, performance management and setting goals/expectations.
• Foster a collaborative and engaging team environment through effective communication and team-building activities.
• Identify and address skill gaps within the team by providing training, mentorship, and opportunities for professional development to ensure ongoing skill enhancement and career growth.
• Supervise the on-call team, providing leadership and acting as the primary escalation point for critical issues to ensure timely and effective resolution.

Project Management

• Task Prioritization: Ability to assess and prioritize support tasks and projects based on urgency, impact, and alignment with organizational goals.
• Roadmap Development: Develop and maintain a strategic roadmap for support initiatives, ensuring alignment with business objectives and customer needs.
• Team Coordination: Efficiently allocate resources and assign tasks to team members, ensuring optimal use of skills and expertise.
• Monitor team workload and capacity to ensure balanced distribution of tasks and prevent burnout.
• Conflict Resolution: Address and resolve conflicts within the team and with external customers in a constructive manner.
• Lead and manage full lifecycle implementation projects/programs for Support teams using leading practices like agile and tools (i.e. JIRA, Jenkins, confluence, DevOps etc.)

Incident Management:

• Lead the incident management process, including identification, prioritization, and resolution of production issues.
• Coordinate and communicate with relevant customers during incident resolution, ensuring timely updates and transparency.
• Conduct root cause analysis for major incidents and drive corrective actions to prevent recurrence.
• Develop and maintain incident management documentation, including incident reports and post-incident reviews, with a focus on tracking metrics to analyze performance and identify areas for improvement.

Operational Excellence:

• Supervise the day-to-day operations of the production support team, ensuring timely resolution of incidents and issues.
• Implement and enforce standard processes for incident management, problem management, and change management.
• Optimize change processes ensuring that the team is the gatekeeper, protective of Insurance Technology’s system health.
• Collaboration and Coordination: Work closely with cross-functional teams, including development squads, Value Stream Partners, and business partners, to ensure alignment and effective communication.
• Collaborate with the Asset Customer and Value Stream Manager to align production support activities with business and technical priorities.

Technical Oversight:

• Ensure the technical currency and ongoing maintenance of production systems and applications.
• Lead the team to deliver on non-functional requirements and acquire necessary approvals on documentation (architecture, risk approvals, support handovers).
• Lead disaster recovery activities for Insurance to ensure the organization can quickly recover from any unexpected events and maintain business continuity.
• Lead and Optimize Observability Platforms: Direct the management and enhancement of observability tools and platforms, ensuring they deliver actionable insights and facilitate proactive incident management.
• Spearhead Performance Tuning Initiatives: Lead the analysis of system performance metrics and logs to identify potential bottlenecks, performance issues, and areas for improvement, driving optimal system efficiency and reliability.

Qualifications:

• 6+ years validated experience in a leadership role within software engineering or IT.
• Enjoys a Puzzle - demonstrated problem solving skills, including critical thinking, creativity, and analytical reasoning.
• Demonstrated skill as an effective, eloquent & proactive communicator.
• Solid experience with support and project management.
• Superb communication and interpersonal skills.
• Experience in the insurance or financial services industry is preferred.
• Experience in Vendor & Account management with external partners.
• Solid understanding of the MERN stack (MongoDB, Express.js, React, Node.js).
• Experience with Azure Kubernetes Service (AKS), Cloud Infrastructure, Microservice Architectures
• Proficiency in .NET technologies
• Experience in balancing needs of Legacy technologies
• ITIL certification is required.

What can we offer?

• 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.

Our commitment:

Values-first culture
We lead with our Values every day and bring them to life together.

Boundless opportunity
We create opportunities to learn and grow at every stage of your career.

Continuous innovation
We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

À Manuvie/John Hancock, nous embrassons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir un effectif qui est aussi varié que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent une mesure d’adaptation raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande de mesures d’aménagement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie/John Hancock. Pour demander une mesure d’aménagement raisonnable dans le cadre du recrutement, écrivez à recruitment@manulife.com.

Région principale

Semaine de travail comprimée

L’échelle salariale devrait se situer entre

Si vous posez votre candidature à ce poste en dehors de la région principale, veuillez écrire à recruitment@manulife.com pour obtenir l’échelle salariale correspondant à votre région. Le salaire varie en fonction des conditions du marché local, de la géographie et de facteurs pertinents liés au poste telles les connaissances, les compétences, les qualifications, l’expérience et l’éducation ou la formation. Les employés ont également la possibilité de participer à des programmes de motivation et de toucher une rémunération incitative liée au rendement de l’entreprise et au rendement individuel.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à recruitment@manulife.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.