Lead Incident Manager

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.

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 [email protected].

Waterloo, Ontario

In Office

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 [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.