Software Technical Support Analyst Full-time Job

Manulife Canada is seeking a self-motivated Software Technical Support Analyst to join our Insurance Support team who brings fresh ideas and demonstrates deep technical support knowledge. The successful applicant will be involved with day to day application support for our Insurance systems. You will work with our business users and Engineering squads, to ensure that the systems/applications are available and stable when required.

 

As a Software Technical Support Analyst, who is passionate about resolving issues and problems your responsibilities will include:

• Provide application support to our business partners, internal and external teams to debug or trouble shoot sophisticated application issues (both day time and on-call support)
• Become the technical authority for our systems and applications.
• Maintain high quality software, with accountability for production availability, reliability and usage taking a well-rounded view of system health.

• Building positive relationship with the many business partners/users, engineering team and other IT groups to uncover struggles and opportunities to deliver new business value through software
• Mentoring/coaching associate-level team members.
• Be part or lead initiatives to develop and improve standards and methodologies.
• Keeping aligned with our various Audit and Operational Risk Management standards
• Remain current on standards, technologies, approaches, and methodologies (i.e. PCF, AKS and/or Azure SQL Server PaaS)

Requirements

•  5+ years of demonstrated ability as Applications Support Engineer along with coding experience using programming languages.
• Knowledge of ITIL practices with working experience in change management, problem management, and incident management process
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks & self driven, offering creative recommendations.
• Superb communication skills: We communicate A LOT so being able to be clear and concise with both written and oral communications with a measure of tact is a must.  Converting tech-speak to plain language is a definite bonus
• You are dedicated to operational service improvement.  This is part of who you are and with your support we will ensure the team is operating as efficiently as expected
• Demonstrable ability to multitask both independently and within a team
• Ability to understand business process requirements and through the use of technology, conceptualize creative solutions through to implementation
• Successful candidate will have solid understanding and/or experience in some of the following technologies:
  • Windows and Unix Operation Systems
  • Site Reliability toolkits (Devo, Dynatrace, New Relic)
  • Relational Databases (MS SQL, Oracle), NoSQL (Cosmos, MongoDB)
    Visual Studio
  • Perl script
  • .NET, NodeJS or similar code development
  • JavaScript and/or NodeJS
  • Azure, Pivotal or other cloud based platforms
  • Jira
  • Incident / Change management tools (Service now or similar)

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 you

• 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 partners and has a positive social and environmental impact.

 

 

CAN, Ontario, Waterloo, 500 King Street North

 

Salary range is expected to be between

$68,775.00 CAD - $114,625.00 CAD

 

 

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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.

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.