Production Support Engineer

Are you a Production Support Engineer who loves building features but finds yourself drawn to the "why" behind system performance? We are building a high-impact Digital Technology & Services (DTS) team at Manulife responsible for the stability and evolution of our critical cross-domain services. You won’t just be patching bugs; you’ll be the bridge between development and infrastructure, ensuring our platforms remain resilient for millions of customers.We are expanding our Digital Technology & Services (DTS) team and hiring a Daytime Support Full Stack Engineer who will play a key role in maintaining the stability, reliability, and performance of our critical cross‑domain services. This role focuses heavily on daytime support inquiries, site reliability practices, and change/incident/problem management, ensuring our systems remain stable and our customers continue to receive seamless service.
You’ll work closely with development teams, operations, and business partners, becoming the steady hands that keep our platforms healthy, scalable, and resilient.

Position Responsibilities:

• While this role is not a pure development position, it blends engineering fundamentals with operational excellence. You will spend your time:
• Responding to daytime production support inquiries
• Improving reliability and stability through proactive engineering
• Managing change, incidents, and problems
• Enhancing observability and health systems
• Ensuring issues not only get resolved, but get resolved permanently
• Act as the primary daytime contact for production‑related questions, blocking issues, and support requests.
• Perform initial triage, resolving, and root cause analysis.
• Collaborate with engineering teams to drive permanent fixes.
• Communicate clearly with stakeholders, ensuring visibility and transparency.
• Using App Insights/Azure Monitor, Log Analytics etc. Also experience with SLOs/SLIs, error budgets, MTTR, change failure rate, managing resource needs, DR/BCP, ITIL‑aligned incident/problem/change practices.
• Site Reliability & System Health
• Strengthen system reliability through monitoring, alerting, and proactive maintenance.
• Improve observability using tools like Moogsoft, New Relic, dashboards, logs, and distributed tracing.
• Build or update runbooks to increase operational readiness.
• Contribute to reliability improvements such as reducing alert noise, closing systemic gaps, and improving service resilience.
• Thoughtful use of AI tools and AI-assisted workflows to enhance reliability, observability and resilience

Required Qualifications:

• 3+ years of experience in technical support, DevOps, or an SRE‑adjacent role.
• Strong solving and diagnostic skills across distributed systems.
• Hands‑on experience with observability platforms (e.g., New Relic, Moogsoft).
• Solid understanding of incident, change, and problem management standard processes.
• Proficiency with the ServiceNow ITSM platform.
• Experience with SDLC processes, CI/CD pipelines, Infrastructure as Code (IaC), Blue/Green deployments, and standard release management practices.
• Strong grasp of ITSM processes, particularly the ITIL framework, to ensure consistent alignment to service management standards.
• A data‑driven approach with an “automation‑first” perspective.
• Ability to communicate clearly with both technical and non‑technical audiences.
• A “fix it right” mentality, favoring long‑term solutions over repeated manual interventions.
• Curiosity and a desire to grow in site reliability engineering and deepen your technical expertise.

Preferred Qualifications:

• Full-Stack Skills: Proficiency in modern frontend (React/Angular) and backend (Java/Node.js/Python) development.Tooling: Experience with observability tools-specifically New Relic, Jenkins, GitHub actions, Snyk, Azure (AKS), SonarQube, Jira.
• The "Fix it Once" Mentality: You prefer writing a script or refactoring a service over manually fixing the same bug twice.Flexibility: Availability to manage production escalations, including after-hours rotations.What You Will GainOn-Call Compensation: Competitive "Beeper Bucks" (on-call stipend and standby compensation) through our On-Call Incentive Program.

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 distributed team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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 hr@manulife.com 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 hr@manulife.com 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.