{"id":3117505,"url":"https://alion.io/job/manulife-engineering-manager-4","title":"Engineering Manager","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":93,"open_postings":92,"ghost_share":0,"stale_share":0.261,"repost_share":0.054,"time_to_fill_p50_days":27,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada","Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":135000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":42},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Agile","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"PostgreSQL","optional":false},{"name":"SQL","optional":false},{"name":"C#","optional":true},{"name":"CI/CD","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-22T22:46:33Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-24T19:45:44Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Join our Insurance Technology team!\nThis is a technical leadership role focused on the production support, operational stability, and reliability of business-critical technology platforms. You will lead a team responsible for keeping applications running effectively in production, strengthening operational readiness, resolving incidents, and reducing recurring service issues.\nWorking closely with engineering, product, business, and technology teams, you will bring together people leadership, technical expertise, production support, and ITIL-aligned service management practices to improve application reliability and customer experience. You will use operational data and service insights to identify risks, improve support practices, and ensure lessons from production incidents translate into sustainable improvements.\nThis role is ideal for a technology leader who understands what it takes to operate and support enterprise applications in production and enjoys building teams, processes, and practices that make critical services more reliable and resilient.\nPosition Responsibilities:\nLead a team responsible for production and application support across business-critical technology platforms, with accountability for service reliability, operational stability, and customer experience.\nLead major incident response and production support activities, ensuring timely resolution, effective escalation, stakeholder communication, and coordination across technical teams.\nStrengthen production readiness and supportability through operational playbooks, runbooks, monitoring and observability practices, knowledge management, and team development.\nLead post-incident reviews and problem management activities, ensuring root causes are understood and lessons learned are translated into sustainable improvements that reduce recurring incidents.\nApply and continuously improve ITIL-aligned practices across Incident, Problem, Change, Knowledge, and Service Request Management.\nPartner with engineering, product, and business teams to ensure production support, reliability, and operational readiness are considered throughout the technology delivery lifecycle.\nDefine, monitor, and communicate service health and production support metrics, including incident volume, Mean Time to Resolution (MTTR), availability, change success rate, service-level attainment, backlog health, and recurring problem trends.\nUse operational data, dashboards, and trend analysis to identify risks, improve service performance, strengthen workload management, and continuously improve the effectiveness of production support.\nCoach and develop team members while creating clear accountability for service outcomes, collaboration, technical growth, continuous improvement, and customer focus.\nRequired Qualifications:\nMinimum 5+ years of related experience in technology, software engineering, production support, application support, or a related technical field.\nDemonstrated experience leading, managing, or mentoring teams responsible for production or application support, including operational stability, incident response, service performance, and continuous improvement.\nHands-on technical experience supporting and troubleshooting enterprise applications in production environments, with experience in .NET and/or JavaScript technologies and relational databases such as SQL Server or PostgreSQL.\nExperience investigating production issues, identifying root causes, and partnering with engineering teams to implement sustainable solutions.\nExperience working with cloud-hosted applications and services, preferably Microsoft Azure, within Agile and DevOps delivery environments.\nDemonstrated experience applying ITIL or IT Service Management (ITSM) practices, including Incident, Problem, Change, Knowledge, and Service Level Management.\nExperience using production support metrics, dashboards, and trend analysis to identify service issues, communicate service health, and drive measurable improvements.\nPreferred Qualifications:\nBachelor's degree in computer science, Engineering, Information Technology, or a related discipline, or equivalent education and practical experience.\nExperience leading production support and/or on-call operations for business-critical enterprise applications.\nPrevious hands-on experience as a software developer/engineer or as a tech lead.\nExperience managing or coordinating major incidents and service disruptions involving multiple technical and business teams.\nExperience with ServiceNow or a comparable ITSM platform.\nExperience with monitoring and observability platforms and using service telemetry to identify production issues and performance trends.\nFamiliarity with CI/CD pipelines, release management, change management, and modern production support practices.\nExperience working in complex enterprise technology environments where application reliability, service availability, and operational risk are critical considerations.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want.\nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.\nAs part of our global team, we’ll support you in shaping the future you want to see.\nThe role being advertised is an existing vacancy.\nAbout Manulife and John Hancock\nManulife 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.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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 .\nReferenced Salary Location\nWaterloo, OntarioWorking Arrangement\nHybridSalary range is expected to be between\n$113,000.00 CAD - $163,000.00 CADEmployees 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  for the salary range for your location.\nManulife 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  for more information about U.S.-specific paid time off provisions.\nWe 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.","description_format":"text","description_chars":8555,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Insurance coverage","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-22T22:46:33Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:4","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/manulife-engineering-manager-4","json_url":"https://alion.io/job/manulife-engineering-manager-4.json","meta":{"generated_at":"2026-10-24T22:25:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32854,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6650},"rest":"https://alion.io/mcp/rest/get_company?id=6650"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanulife-engineering-manager-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanulife-engineering-manager-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanulife-engineering-manager-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manulife-engineering-manager-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-engineering-manager-4"}]}