The Manager is responsible for ensuring the processing of Problem investigations through the Problem Management Process within the Asia segment. The “Manager – GTSM Problem Management Asia” works closely with both Asia and North American team members.
He / She leads a team of Problem Management Analysts based in Asia, who work closely with technical subject matter experts (SME’s) to analyze and diagnose problems affecting the Manulife org’s IT apps/services. The manager is to ensure appropriate efforts are made to both diagnose problems with evidence, and to remediate root causes effectively to prevent/avoid incidents. The manager is particularly laser-focused on ensuring recurring incidents are avoided. If permanent fixes to fully eliminate a problem are not possible, the manager is to ensure that the team focuses on minimizing adverse impacts. The manager supports incident trend analysis to identify opportunities for improvement.

Position Responsibilities:

Team Leadership: Lead and mentor a team of Problem Managers, providing guidance, support, and coachingFoster a collaborative and high-performance team environmentConduct regular performance reviews and provide advice on professional development opportunities for team membersSupport the execution of annual roadmap initiatives/enhancements for continuous process improvement

Problem Management Oversight:

Oversee end-to-end problem management process execution within Asia segment, ensuring adherence to ITIL best practicesEnsure adherence to policies and standards, as well as alignment to global process and procedural documentationAdhere to SLO/SLA’s to ensure the timely documentation, categorization, diagnosis and remediation/resolution of problemsEnsure audit readinessConduct regular problem review meetings and participate in various Incident, Problem and Change review meetings as required

Root Cause Analysis and Resolution:

Provide mentorship and guidance on Root Cause Analysis techniques and problem remediationGuide the Problem Management team in conducting efficient and effective root cause analysis (RCA) for complex problems

Preventative Measures and Continuous Improvement:

Work with technical and business resources to identify and implement technical and non-technical measures to prevent/reduce future incidentsFoster a proactive culture of prevention and continuous improvement, both within the team, as well as throughout the organization

Reporting and communication:

Assist the Director, GTSM Problem Management, in gathering data/information for reporting to Leadership as neededMaintain clear and effective communication with all relevant parties involved in a problem investigation throughout the problem management processEnsure that diagnosed problems are documented as known errors with business-acceptable workarounds

Stakeholder Engagement:

Build and maintain strong relationships with key stakeholders across the organizationAct as a point of escalation for complex problems to ensure a timely resolutionCollaborate with other IT service management teams to drive process improvement and overall ITIL maturityEnsure the timely development and implementation effective action plans to resolve problems and prevent recurrence

Required Qualifications:

Bachelor’s degree or equivalent experience in Information TechnologyProven experience in IT Problem Management, with a track record of leading/supervising a teamStrong analytical and problem solving skillsExcellent communication and interpersonal skillsFamiliarity with the ITIL framework and best practices in IT Service Management (ITSM)Ability to work effectively in a fast-paced and dynamic environmentExperience with problem management software and tools

Preferred Qualifications:

ITIL Foundations or higher certificationKnowledge and experience in the financial services industryKnowledge with ITSM tools, such as ServiceNow (other tools similar to ServiceNow) – at least 1 year of experienceExperience in financial institutions (nice to have)

When you join our team:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we’ll support you in shaping the future you want to see.

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.

Working Arrangement

Hybrid