Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description

The Global Enterprise and Technology Services group is accountable for Infrastructure and Enabling platforms for Manulife’s global business. Within ETS is the Network Services team, which is responsible for the global network, some handled by the team itself and others by service providers and Cloud Services Networking for the team. Our network services support users based in Canada, the United States (John Hancock brand), and 11 countries in Asia, encompassing almost 30,000 employees, over 55,000 independent agents, and millions of customers. We provide WAN, cloud connectivity, data center networks, branch site networks, end user access and mobility solutions, and core network services such as DNS and IP address management. The team is geographically dispersed with team members in Toronto, Montreal, Kitchener-Waterloo, Boston and 11 Asian locations.

This role reports to the Manager, Network Operations North America and requires working on both North American and Global initiatives. There is flexibility to partially work from home.

This role is an individual contributor role supporting Lead Engineers and Network Operations Director/Manager with their day-to-day operations and also with documenting standards and processes as required. Qualified individuals have hands-on network skills combined with the ability to work with/through service providers, prioritize, communicate and document. The successful candidate will be encouraged to work very closely with lead engineers globally, the Network Directors and various business units, while also collaborating with geographically dispersed teams.

Note that after hours and weekend work is often required to support changes in the environment and find collaboration time with our global colleagues as well are participation in an on call rotation for after-hours priority/emergency issues.

Primary Responsibilities/Duties:

• Responsible for working on and leading on prem & cloud network incidents and tasks.

• Implement technical solutions hands-on that are internally handled and through service providers elsewhere

• Responsible for overall management of networking tools. This includes resolving issues with network devices, firewalls and reports.

• Call out incidents as required and keep Management advised of status on major incidents.

• Work with partners and vendors on road mapping for networking tools.

• Responsible for coordinating global networks change management, intake and request queue.

• Supply to business cases and proposals. This may include presentation to senior management.

• Participate or lead troubleshooting sophisticated network problems. This involves working closely with business units, other infrastructure teams and external vendors, where vital.

• Resolves some first-level and some second-level customer problems and answers questions. Resolves issues and escalates as appropriate

• Work closely with the IT security group to ensure compliance with IT security standards and policies

• Form collaborative relationships with peers, business units, regional technology groups, and external service partners

• Occasional travel between Manulife offices as well as participation in evening conference calls, after hours escalations and weekend change tickets.

• Flexible Work Smart environment with ability to work from various office locations and from home as appropriate.

Qualifications:

• Intermediate-to-senior IT professional with hands on experience crafting, deploying and handling large sophisticated network environments

• Minimum 8 years of dynamic data network experience in a large, complex, fast paced environment; financial services and/or telecom/Internet service provider experience preferred

• 3 years + strong hands-on experience in troubleshooting and deployment in cloud environment especially MS Azure

• Bachelor’s Degree in Information Technology, or equivalent experience in conjunction with industry certifications (Cisco certifications preferred, including but not limited to CCNP, CCDP)

• Certificate in Azure/AWS is preferred

• Experience working in a mixed environment where some work requires hands on experience and other work is managed through vendor-provided services including network outsourcing arrangements (Hands-on is required, handling through a vendor is a nice to have)

• Solid understanding of network technologies, particularly Cisco Systems routing/switching equipment including Nexus & Catalyst; Aruba WiFi and Clearpass; Riverbed Steelhead, network management tools

• Technical experience in the following areas: Virtualization, network architecture, network security (NSG)

• Solid understanding of WAN technologies such as BGP, EIGRP, OSPF, MPLS, SDWAN

• Added value skills include network security (firewalls, IDS, IPS, NAC, content filtering etc.). – CISSP certification an asset – and VOIP, video and/or unified communications deployment using Cisco/Avaya/Nortel; and expertise in QoS, Software Defined Networking, and Cloud-optimized networks

• Strong operations efficiency orientation (process, costing etc.) and ability to effectively handle ongoing operations while finding opportunities for ongoing efficiency, familiarity with ITIL framework

• Ability to think strategically, assess alternatives for short- and long-term impacts and act decisively; strong systems proficiency validated project management and planning skills; balances strategic skills with tactical execution skills; function well within matrix management situations and under dynamic mandates

• Programming and scripting knowledge is an asset, particularly Python, Bash, Shell, Power Shell language with experience on working Ansible or Terraform

• Clear, effective communication (written and verbal) is essential, including ability to explain technical information to non-technical audiences and create effective documentation for other teams

• Global or multi-country operations experience an asset

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 you?

• 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 to you:

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 stakeholders and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

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 .

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.