This is an opportunity to take on a highly visible leadership role where you'll shape how technology incidents are prevented, managed, and learned from across critical platforms. You'll play a key role in protecting customer trust by improving system reliability, strengthening support readiness, and driving clarity during high-impact situations. In this role, you'll grow your influence beyond a single team-working closely with engineering leaders, business partners, and senior stakeholders to make meaningful, lasting improvements. You'll gain hands-on ownership, leadership exposure, and the chance to build deep expertise at the intersection of technology, operations, and people leadership.
Position Responsibilities: - Lead incident management and operational response across critical technology platforms, ensuring timely resolution, clear escalation, and effective communication during high-impact incidents.
- Establish and continuously improve support readiness, including incident playbooks, runbooks, monitoring practices, and team capability development.
- Partner with engineering, product, and business stakeholders to identify root causes, reduce recurring incidents, and embed operability into technology delivery.
- Provide visible leadership during incidents, translating technical issues into business impact and delivering clear updates to senior leaders and stakeholders.
- Drive continuous improvement in reliability and performance, using incident trends, metrics, and post-incident reviews to strengthen systems, processes, and tools.
Required Qualifications:- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field, or an equivalent combination of education and practical experience.
- 5+ years of experience in technology, software engineering, or related technical roles, demonstrating increasing levels of responsibility and impact.
- 3-5 years of experience leading, mentoring, or managing engineering teams, with accountability for application support, operational stability, and service delivery.
- Hands-on experience developing, supporting, and troubleshooting enterprise applications using .NET and/or JavaScript technologies. Proficiency working with SQL databases (e.g., SQL Server, PostgreSQL) for data analysis, performance optimization, and problem resolution.
- Experience designing, implementing, or supporting solutions in cloud environments, preferably Microsoft Azure, within Agile and DevOps delivery models.
Preferred Qualifications:- Production support and on-call experience for critical systems
- Incident, problem, and change management exposure
- Root cause analysis and continuous improvement mindset
- Monitoring, alerting, and operational tooling experience
- Experience with cross-team communication during high-impact events
- Familiarity with CI/CD pipelines, production support processes, and continuous improvement practices
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.
The role being advertised is an existing vacancy.
Referenced Salary LocationWaterloo, Ontario
Working ArrangementHybrid
Salary range is expected to be between$113,000.00 CAD - $163,000.00 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 [redacted] 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 [redacted] 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.
