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Production Support Services Analyst

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Manulife

Dec 18, 2024

  • Job
    Full-time
    Junior & Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Quezon City
  • Quick Apply

AI generated summary

  • You must have a Bachelor's in IT, 2-3 years in IT roles, and experience with Windows/Linux. Knowledge of monitoring tools and IT incident management is essential; familiarity with Service NOW preferred.
  • You will troubleshoot applications, manage user requests in Service NOW, maintain documentation, handle incidents, and collaborate with internal teams and vendors, often outside regular hours.

Requirements

  • 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)
  • 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

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.

FAQs

Is this position remote or onsite?

The position requires full onsite work.

What shift schedule is expected for this role?

The shift schedule is rotating, and you must be amenable to working on assigned schedules depending on business need.

What educational qualifications are required for this position?

A Bachelor’s Degree in Computer Science or Information Technology is required.

How many years of experience are needed for this role?

You must have 2-3 years of relevant experience in an IT Role/Service Operations.

Are there any specific skills required for this job?

Yes, candidates should have knowledge of Windows Outlook, MS Teams, Microsoft Office tools, hands-on experience with Windows and Linux Operating Systems, and basic knowledge of IT Incident Management processes.

What tools or technologies should applicants be familiar with?

Familiarity with at least one of the following is preferred: Service NOW ITSM, xMatters, New Relic, or Moogsoft.

Does Manulife provide benefits for dependents?

Yes, Manulife offers Day 1 HMO coverage plus free coverage for dependents, including same-sex partners.

Is there an opportunity for performance bonuses?

Yes, the position includes performance bonuses as part of the compensation package.

How does Manulife promote workplace wellness?

Manulife has a rewarding culture that values wellness and well-being.

Are there training resources available for employees?

Yes, extensive training resources are provided to support employee development.

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Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.