**Objectives of this Role:** + Troubleshooting and optimizing systems or processes. + Understand the business drivers and analytical use-cases. + Addresses area-level risks, provides and implements mitigation plan. + Reports about area readiness/quality, and raise red flags in crisis situations. + Monitor production environment taking a complete view of system health; Track and produce key metrics for the team and develop strategies to increase efficiency. + Maintain software and systems to run the applications. + Improve reliability, quality, and time-to-market of our suite of software solutions. + Measure and optimize system performance, with an eye toward expanding our capabilities, anticipating customer needs, and innovating to improve continually. + Provide primary operational support for multiple large, distributed software applications. + Work with business clients and internal and external teams to debug or solve application issues. + Flexible to provide On-call support to resolve issues as required. **Responsibilities:** + Gather and analyze metrics from operating systems and applications to assist in performance tuning and fault finding. + Partner with development teams to improve services through thorough testing and release procedures. + Participate in system design consulting, platform management, and capacity planning. + Create sustainable systems and services through automation and uplifts. + Maintain the reliability of system with accurate monitoring and alerting with well-defined service level objectives as per Application Criticality Framework + Facilitate incident investigations and triage for complex issues + Demonstrate a proactive approach to spotting problems, areas for improvement, and performance bottlenecks by building and enhancing automation. + Identify and implement opportunities for automation within the Support environment to optimize effort + Coaching/Mentoring of more junior Support team members with technical review and analysis of problems **Requirements** : + Bachelor’s degree or equivalent in computer science or other technical, scientific field. + Minimum 3+ years in role of Senior Operations Engineer. + Experience with ITIL processes – Incident and change management + Experience with SNOW, JIRA and ticketing workflows + Ability to be a problem solver to address problems and drive determination of root causes. + Ability to program (structured and OO) with one or more high level languages, such asReact, Node.js, JavaScript or similar. + Experience with one or more of the following: Scheduling (CA, CA WLA), SQL queries, Stored procedure review and analysis, Shell Scripting/ Power Shell/UNIX scripting, Windows/ Batch Scripting, Windows Task scheduler and Monitoring tools like New Relic, Devo and Azure Data Explorer (ADX) + Experience with working and supporting Microsoft .Net technologies applications, micro services hosted on Azure Kubernetes clusters + Experience with Agile (Scrum or Kanban), Jira and ServiceNow. **Preferred Qualifications:** + Previous success in technical engineering or application support. + Coding experience beyond simple scripts. + Knowledge of site reliability engineers (SREs) concepts. + Experience with monitoring and alerting applications such as Moogsoft, Dynatrace, DEVO, New Relic or other similar tools. **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. **Tentang Manulife dan John Hancock** Manulife Financial Corporation adalah penyedia layanan keuangan internasional yang membantu memudahkan keputusan dan membuat hidup lebih baik bagi nasabah. Untuk mempelajari lebih lanjut tentang kami, kunjungi https://www.manulife.co.id . **Manulife adalah Perusahaan dengan Kesetaraan Kesempatan Kerja** Di Manulife/John Hancock, kita merayakan keragaman. Kita berusaha menarik, mengembangkan, dan mempertahankan tenaga kerja yang sama beragamnya dengan nasabah yang kita layani dan untuk mengembangkan lingkungan kerja inklusif yang menerima kekuatan budaya dan individu. Kita berkomitmen untuk melaksanakan rekrutmen, retensi, peningkatan, dan kompensasi secara adil, dan kita mengatur semua praktik dan program tanpa adanya diskriminasi. Baik itu diskriminasi karena ras, keturunan, tempat asal, warna kulit, asal etnis, kewarganegaraan, agama atau keyakinan agama, kepercayaan, jenis kelamin (termasuk kehamilan dan kondisi terkait kehamilan), orientasi seksual, karakteristik genetika, status veteran, identitas gender, ekspresi gender, usia, status pernikahan, status keluarga, disabilitas, maupun alasan lain yang dilindungi oleh hukum yang berlaku. Menyediakan akses hubungan kerja yang adil merupakan prioritas utama kita. Seorang perwakilan Human Resources akan bekerja dengan pelamar yang meminta akomodasi yang wajar selama proses lamaran kerja. Seluruh informasi yang dibagikan selama proses permohonan akomodasi akan disimpan dan digunakan dengan cara yang sesuai dengan hukum dan kebijakan Manulife/John Hancock yang berlaku. Untuk meminta akomodasi yang wajar dalam proses lamaran kerja, silakan hubungi recruitment@manulife.com . **Primary Location** Toronto, Ontario **Working Arrangement** Kombinasi **Salary range is expected to be between** $94,220.00 CAD - $174,980.00 CAD 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.