AI Product Engineer – IT Operations

Join our Global Technology Services Management team!

We are looking for a passionate and innovative AI Product Engineer to join our IT Operations team. This role focuses on the development and enhancement of in-house AI products and solutions that support IT Service Management (ITSM) capabilities, including Incident, Problem, and Change management.

The ideal candidate will bring hands-on experience with AI frameworks, agentic architectures, and full-stack development. You will work in a fast-paced, agile environment where experimentation, iteration, and continuous learning are encouraged. Your work will directly impact operational efficiency, reduce manual workloads, and improve service reliability across the enterprise.

Position Responsibilities:

• Design, develop, test, deliver, and maintain AI-powered business applications across the full-stack using modern frameworks and cloud-native technologies.

• Build and expose APIs using FastAPI to support chatbot interactions and backend services.

• Develop and maintain front-end interfaces using JavaScript (React).

• Integrate AI functionality with ServiceNow ITSM data (incident, problem, change, CMDB).

• Collaborate with data engineering teams to access and interpret data from the Enterprise Data Lake (EDL).

• Implement agentic workflows (e.g., autonomous agents that resolve incidents based on real-time data).

• Use Terraform for infrastructure-as-code and environment provisioning.

• Participate in agile development sprints focused on rapid prototyping and daily releases.

• Apply Git for version control, collaboration, and codebase management.

• Apply well-adapted coding practices, including semantic versioning, design patterns, and automation.

• Conduct a wide range of tests and analysis to ensure software applications meet or exceed standards and end-user requirements.

• Perform investigative spikes to mitigate technical uncertainty and risk.

• Fix errors, resolve bugs, and improve overall software efficiency.

• Maintain AI solutions in accordance with ethical AI standards, encompassing equity, openness, and data protection.

• Complete required documentation (e.g., deployment, maintenance, support, business needs).

• Perform peer reviews of code to support continuous learning and improvement.

• Participate in conceptualization and brainstorming sessions to devise creative and innovative digital solutions.

Required Qualifications:

Entrepreneurial approach with a willingness to experiment and iterate.

Strong problem-solving skills and ability to work independently or in a team.

Excellent communication and collaboration skills.

Passionate and curious about the latest developments in AI.

Continuous learning and staying at the forefront of industry developments.

Adaptability to changing priorities and fast-paced environments.

Preferred Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, Data Science, or a related field and/or equivalent experience.

• 1-3 years+ of experience in software development, with proven contributions to AI-powered tools or platforms.

• Proficiency in Python, with experience using frameworks such as LangChain, OpenAI SDKs, and FastAPI.

• Familiarity with SQL, particularly Microsoft SQL Server.

• Experience with JavaScript and React for front-end development.

• Exposure to cloud platforms (especially Microsoft Azure) and containerization tools (e.g., Docker).

• Experience with infrastructure-as-code tools like Terraform is a plus.

• Experience working with Enterprise Data Lake technologies, Big Data platforms, or Data Warehouses.

• Familiarity with RESTful APIs and data integration techniques.

• Experience working in Agile/Scrum environments with rapid release cycles.

• Familiarity with ITIL framework and ServiceNow IT Service Management is preferred.

• Understanding of CI/CD methods, DevSecOps, caching mechanisms, and database design.

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.