Senior operations support engineer

Société Financière Manuvie; Toronto; Hybrid; CAD 94,000 - 175,000; Full time

Job summary

A leading financial services provider in Toronto is seeking a Senior Operational Support Engineer to monitor and optimize key systems and provide operational support for large applications. This role requires a Bachelor's degree in a technical field and 5-7+ years of experience in operations engineering, with a strong emphasis on problem-solving and performance tuning, while participating in a hybrid working arrangement.

Benefits

Health and dental benefits

Pension plan with employer matching

Generous paid time off program

Employee assistance plans

Qualifications

• 5-7+ years in Senior Operations Engineer role.
• ITIL processes experience required.
• Ability to program in React, Node.js or JavaScript.

Responsibilities

• Monitor and optimize system performance.
• Facilitate incident investigations and triage.
• Provide primary operational support for multiple applications.

Skills

Problem solving

Performance tuning

System automation

Debugging

Incident management

Education

Bachelor's degree in computer science or technical field

Tools

JIRA

SNOW

Monitoring tools (e.g., New Relic)

Azure Kubernetes

Job description

Collaborating with our Engineering Manager, our Senior Operational Support Engineer will monitor/support and optimize systems and processes.

Position Responsibilities:

• Understand the business drivers and analyze 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 data for the team and develop strategies to increase efficiency.

• Maintain software and system applications.

• Improve reliability, quality, and time-to-market of our suite of software solutions.

• Measure and optimize system performance, with an eye toward growing 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 resolve application issues.

• Flexible to provide On-call support to resolve issues as required.

• 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.

• Create sustainable systems and services through automation and uplifts.

• Maintain the reliability of system with accurate monitoring and alerts with well-defined service level objectives as per Application Criticality Framework.

• Facilitate incident investigations and triage for complex issues.

• Demonstrate a proactive approach to identifying problems, areas for improvement, and performance bottlenecks by building and enhancing automation.

• Identify and implement opportunities for automation within the support environment to optimize efforts.

• Coaching/Mentoring of more junior Support team members with technical issues.

Required Qualifications:

• Bachelor’s degree or equivalent experience in computer science or other technical, scientific field.

• Minimum 5 to 7+ 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 as React, 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.

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

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 [e-mail].

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

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 [e-mail] 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 [e-mail] for more information about U.S.-specific paid time off provisions.