Join our Global Technology Services Management and Support Team! The Lead Incident Manager (LIM) plays a crucial role in ensuring the smooth functioning of an organization's technology infrastructure. Responsible for managing and resolving IT-related incidents, which may include technology malfunctions, data security breaches, and network outages. Their primary role will be to investigate and identify the cause of such incidents, assess the severity of the problem, and develop strategies to resolve them efficiently. Communicate clearly and effectively with stakeholders/ leadership for Incident status for the duration of the restoration activities and facilitate management calls as necessary. The Lead Incident Manager is the owner of incident restoration activities for all P1 or P2 incidents, while providing oversight and coaching to the Incident Management resources for lower priority managed incidents (MP3) as an immediate escalation path. The Lead IM will be engaged for process and audit reviews to support project and governance matters as required. **Responsibilities:** The Lead Incident Manager will work one of the following Roles daily per the defined team schedule in Teams 'Shifts': + Manage Priority 1 and Priority 2 incidents and Provide 7x24x365 Incident facilitation as per assigned shift / on call role. + Provide briefing of the Incident with an overview of impact and Priority to IM Leadership (Director & AVP) within 30minutes. + Support Incident triage as needed to assign the appropriate Priority rating to kick off Incident Management activities. + Lead technical bridge as central point of reporting on troubleshooting, coordinating across tech teams and partners ensuring standard processes are applied throughout the restoration effort. + Provide ongoing updates to all partners as required during Incident resolution activities. + Act as a point of contact for priority issues and facilitate expedited action for incidents. + Ensure a timeline of events are recorded in the incident record with accuracy and completeness. + Track current impact and urgency, questions and answers, paths of investigation, and Action Items + Ensure all change – break/fix actions are reviewed with the technical segment owner for approval at time of action. + Interact with vendor resources as per defined contractual requirements. + Identify issues to be flagged for the other Service Management practices (Problem, Asset and Change Management) + Ensure proper training, coaching and knowledge are available to all resources involved in the Incident Management Process. + Monitor and Report on process performance and compliance. + Facilitate Incident Retrospectives for all Priority 1 and Priority 2 Incidents ensuring the Incident record is complete and accurate. + Document the Incident Summary in the IR template and distribute to appropriate partners. + Participate in Problem Management activities for all high Priority incidents as required. + Ensure compliance to process and controls throughout the Incident process. + OSFI Reporting of all P1/P2 incidents for NA and Asia within 24-hour period + Respond to Prime Line within 15min and manages new incidents and escalations. + Utilizes assigned Backup for overflow and engagements if/when volume is unsustainable. + Participates in Daily Incident Management Stand up Meeting, Incident Reviews and works on additional tasks and responsibilities. + Resources will be available to join technical call or respond to request within 5 minutes unless they have identified themselves as unavailable due to other approved reasons (i.e., approved time off for appointment, lunch, etc.) + Training does not supersede Incident management requirements. **Working Arrangement:** + Rotating four-week shift schedule, with shifts scheduled over a Monday-Sunday period. + Shifts will be 7 am-7 pm, with team members scheduled for two days' work followed by two days’ off. + Requirement to participate in an on-call schedule in accordance with applicable Manulife policy (including on a team member’s day off, depending on the on-call schedule). Should a team member be called-in to work while on-call, they will receive call-in pay for work performed in accordance with the applicable Manulife policy. + Team members are required to work in-office at the agreed office location unless alternate arrangements are otherwise approved. **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. **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 stakeholders and has a positive social and environmental impact. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Primary Location** Waterloo, Ontario **Semana de Trabajo Comprimida** En la oficina **Salary range is expected to be between** $94,220.00 CAD - $174,980.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.