Join our Insurance Technology team!
This is a technical leadership role focused on the
**production support, operational stability, and reliability of business-critical technology platforms** .

You will lead a team responsible for keeping applications running effectively in production, strengthening operational readiness, resolving incidents, and reducing recurring service issues.

Working closely with engineering, product, business, and technology teams, you will bring together
**people leadership, technical expertise, production support, and ITIL-aligned service management practices**
to improve application reliability and customer experience.

You will use operational data and service insights to identify risks, improve support practices, and ensure lessons from production incidents translate into sustainable improvements.

This role is ideal for a technology leader who understands what it takes to operate and support enterprise applications in production and enjoys building teams, processes, and practices that make critical services more reliable and resilient.
**Position Responsibilities:**
Lead a team responsible for
**production and application support**
across business-critical technology platforms, with accountability for service reliability, operational stability, and customer experience.

Lead major incident response and production support activities, ensuring timely resolution, effective escalation, stakeholder communication, and coordination across technical teams.

Strengthen
**production readiness and supportability**
through operational playbooks, runbooks, monitoring and observability practices, knowledge management, and team development.

Lead post-incident reviews and problem management activities, ensuring root causes are understood and lessons learned are translated into sustainable improvements that reduce recurring incidents.

Apply and continuously improve ITIL-aligned practices across Incident, Problem, Change, Knowledge, and Service Request Management.

Partner with engineering, product, and business teams to ensure
**production support, reliability, and operational readiness are considered throughout the technology delivery lifecycle** .

Define, monitor, and communicate service health and production support metrics, including incident volume, Mean Time to Resolution (MTTR), availability, change success rate, service-level attainment, backlog health, and recurring problem trends.

Use operational data, dashboards, and trend analysis to identify risks, improve service performance, strengthen workload management, and continuously improve the effectiveness of production support.

Coach and develop team members while creating transparent accountability for service outcomes, collaboration, technical growth, continuous improvement, and customer focus.
**Required Qualifications:**
Minimum 5+ years of related experience in technology, software engineering,
**production support, application support** , or a related technical field.

Demonstrated experience
**leading, managing, or mentoring teams responsible for production or application support** , including operational stability, incident response, service performance, and continuous improvement.

Hands-on technical experience




**supporting and troubleshooting enterprise applications in production environments** , with experience in .NET and/or Java

Script technologies and relational databases such as SQL Server or PostgreSQL.

Experience investigating production issues, identifying root causes, and partnering with engineering teams to implement sustainable solutions.

Experience working with cloud-hosted applications and services, preferably Microsoft Azure, within Agile and Dev

Ops delivery environments.

Demonstrated experience applying ITIL or IT Service Management (ITSM) practices, including Incident, Problem, Change, Knowledge, and Service Level Management.

Experience using production support metrics, dashboards, and trend analysis to identify service issues, communicate service health, and drive measurable improvements.
**Preferred Qualifications:**
Bachelor's degree in computer science, Engineering, Information Technology, or a related discipline,
**or equivalent education and practical experience** .

Experience leading
**production support and/or on-call operations for business-critical enterprise applications** .

Previous hands-on experience as a software developer/engineer or as a tech lead.

Experience managing or coordinating major incidents and service disruptions involving multiple technical and business teams.

Experience with Service

Now or a comparable ITSM platform.

Experience with monitoring and observability platforms and using service telemetry to identify production issues and performance trends.

Familiarity with CI/CD pipelines, release management, change management, and modern production support practices.

Experience working in complex enterprise technology environments where application reliability, service availability, and operational risk are critical considerations.
**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.

The role being advertised is an existing vacancy.
**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
[email protected] .
**Referenced Salary Location**
Waterloo, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$113,000.00 CAD - $163,000.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

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
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Engineering Manager (Toronto)
🏢 Manulife
📍 Toronto