Incident Management Analyst, Gtsm

3 months ago

Waterloo, Canada Manulife Full time

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.

**Working Arrangement**

Hybrid

Join our Global Technology Service Management Team

As a key member of the incident team, our Incident Analyst is responsible for reviewing and facilitating medium to high impact incidents to ensure all issues are directed for support and resolution.

**Responsibilities**:

- Facilitation of incidents including hosting technical calls.
- Responsible for monitoring and approving low to high impacting emergency change tickets during the incident life cycle.
- Ensure that changes meet divisional and global standards and requirements.
- Proven awareness of the change management schedule to quickly identify impact.
- Work closely with business partners during preliminary incident investigation to document business impact.
- Compile metrics for incidents.
- Perform post incident follow-up to facilitate problem management requirements.
- Participate in an on-call rotation once in every 4 weeks. Facilitation of the Prime Line Incident Dispatch duties.

**Qualifications and Attributes**:

- Strong verbal and written communication skills with the ability to work calmly under pressure.
- Solid attention to detail and ability to process and filter volume information.
- Good understanding of Incident and Change processes.
- Organizational skills to accurately document data, information for record.
- Basic knowledge of system platforms and system interactions.
- Good problem solving and analytical skills.
- Developing an understanding of work processes and impact on systems.
- Understanding the correlation of multiple incidents in different environments.
- Tenacity to monitor and follow up for missing information with internal or external business partners.
- Delivery in a fast paced, complex technical environment. Ability to articulate and contribute to technical documents to be used for solution design or other technical teams.

**Education and Experience**:

- Post-secondary education or equivalent experience in IT systems or Service Management.
- 1-3 years + relevant experience in Technical Analysis (including co-op experience).
- ITIL V4 Foundation Practices. Superb documentation skills.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What can we offer**:

- 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 collaborators and has a positive social and environmental impact.

**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchan

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