Join our Global Technology Services Management and Support Team!
We are seeking an experienced Incident Manager who demonstrates clear, confident, and timely communication. In this role, you will lead the coordination, resolution, and continuous improvement of service-impacting IT incidents, acting as a calm and trusted presence during high-pressure situations.
You will be responsible not only for driving technical recovery but also for ensuring that stakeholders at all levels remain informed, aligned, and confident throughout the incident lifecycle. We are committed to fostering an inclusive and supportive environment where diverse perspectives are valued and collaboration drives success.
Position Responsibilities:
- Lead end-to-end management of Managed Priority 3 (MP3) incidents, from identification through resolution and post-incident review
- Serve as the primary communication lead during MP3 incidents, providing concise, accurate, and timely updates to executives, business partners, and technical teams
- Support the Lead Incident Manager during Priority 1 (P1) and Priority 2 (P2) incidents
- Facilitate incident bridges, ensuring clear direction and effective collaboration across teams
- Translate complex technical issues into clear, accessible language for non-technical audiences
- Maintain accurate incident timelines, decision logs, and communication records
- Partner with engineering, operations, and business teams to improve incident response processes and communication practices
- Coach and guide teams on best practices for incident communication and escalation
- Participate in scheduled shifts and on-call rotations, including evenings, weekends, and holidays, to support continuous incident response and operational stability
Required Qualifications:
- 4+ years of experience in Incident Management, IT Operations, Site Reliability Engineering (SRE), or a related field
- Experience supporting enterprise software applications in production environments
- Demonstrated experience coordinating incident response involving cloud-native services (e.g., virtual machines, containers, managed databases)
- Hands-on experience supporting and troubleshooting workloads in public cloud platforms such as Microsoft Azure, AWS, and/or Google Cloud Platform (GCP)
- Strong verbal and written communication skills, including the ability to communicate effectively with executive-level stakeholders
- Ability to remain calm, structured, and decisive in high-pressure situations
- Strong stakeholder management skills, with the ability to align, influence, and clarify priorities across teams
- Experience leading live incident calls and coordinating cross-functional teams
- Solid understanding of IT Service Management (ITSM) concepts (ITIL experience is considered an asset)
- Strong organizational, time management, and prioritization skills
- Ability to provide clear, structured updates focused on business impact, actions taken, and next steps
- Adaptability in communication style to effectively engage technical teams, leadership, and customers
- Strong active listening skills and ability to quickly synthesize complex information
- Confidence to lead discussions, manage incident calls, and maintain focus during critical situations
- Professional and composed demeanor during service disruptions or outages
Preferred Qualifications:
- ITIL v4 or v5 certification
- Experience supporting 24/7 operational environments
- Familiarity with incident management and monitoring tools such as ServiceNow, xMatters, and New Relic
- Experience contributing to or leading executive readouts and post-incident reviews (postmortems)
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 distributed team, we’ll support you in shaping the future you want to see.
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The role being advertised is an existing vacancy.
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] .
Referenced Salary Location
Waterloo, Ontario
In Office
Salary range is expected to be between
$73,725.00 CAD - $122,875.00 CAD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.
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.
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 .
