Associate Support Analyst, Quezon City

Last update 2024-02-28
Expires 2024-03-28
ID #1957898069
1 Peso ₱
Associate Support Analyst, Quezon City
Philippines, Metro Manila, Quezon City,
Modified December 12, 2023


Description The opportunity The IT Operations Analyst provides tier one and tier two technical support for the operation of the Global Operations Command Center in Quezon City, Philippines, in accordance with established goals and procedures. The analyst will complete activities associated with providing the 24/7/365 operations required to maintain Manulife’s infrastructure and IT services by identifying, analyzing, and prioritizing events and incidents and completing service requests and BAU tasks.As part of a 24/7/365 operation, this is an Office based shift role.Shift patterns are based on 11-hour shifts alternating between early and night shifts. Shift patterns may change or revert to 8-hour shifts as management and business needs change.ResponsibilitiesActively monitor performance dashboards and event queuesEnsures events and requests are assessed correctly and that appropriate escalation takes place.Recommends strategies and or enhancements to increase employee productivity.Contribute to effective shift hand over.Prioritizes and manages Service request backlog.Support compliance with corporate direction and team objectivesMaintain technical knowledge regarding existing and newly released Manulife services.How will you create impact?As an Analyst, you will be part of our Global Operations Command Center team that has a vantage point across all segments in Manulife.You will work shifts in our 24/7/365 IT Operations Command Center, with a team of Eyes-On-Glass, Engineering Operations, Instrumentation and Monitoring Tools, and Automation Engineers. You will work with the latest edge cutting digital technological advancements such as Azure Cloud and applications of Artificial Intelligence in IT Operations.What motivates you?You obsess about customers, listen, engage and act for their benefit.You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.You thrive in teams and enjoy getting things done together.You take ownership and build solutions, focusing on what matters.You do what is right, work with integrity and speak up.You share your humanity, helping us build a diverse and inclusive work environment for everyone.What we are looking forVery good communication skills / interaction skills with stakeholder community.4 to 6 years of IT Service Operations experience in a multinational company Operations Support Center.Knowledge of IT Infrastructure and Application Performance monitoring tools.Minimum ITIL V3 Foundation certification.Experience working with ITSM tools, preferably ServiceNow.Bachelor’s degree in Computer Science or any Engineering program.Good and clear written English language and documentation skills.Amendable to work in shifts to cover 24/7/365 operations in a Compressed Work Week shift pattern based on 11-hour shifts alternating between early day shifts and night shifts.Must be willing to work onsite in Quezon City, Philippines 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 to youValues-first cultureWe lead with our Values every day and bring them to life together.Boundless opportunityWe create opportunities to learn and grow at every stage of your career.Continuous innovationWe invite you to help redefine the future of financial services.Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.Job Families for Job ProfilesEngineering - InfrastructureWorker Sub-TypeRegularTime TypeFull timePrimary LocationManila, Manulife Business Processing ServicesPrimary Job Posting LocationQuezon CityAdditional LocationsAdditional Job Posting LocationsScheduled Weekly Hours40Work ShiftFixed (Philippines)About Manulife and John HancockManulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.Manulife is an Equal Opportunity Employer

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Hourly
Occupation: Associate support analyst

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