Infrastructure Operations Assistant Manager

The Infrastructure Operations Manager of the Global Operations Command Center is responsible for ensuring the seamless delivery of IT services and operations across global platforms. This role requires proactive management and coordination of services, ensuring alignment with business needs and objectives. The Infrastructure Operations Manager will oversee the command center operations, manage a team of skilled professionals, and collaborate with various stakeholders to enhance service quality and operational efficiency

Position Responsibilities:

• Service Management:

  • Oversee the day-to-day operations of the Global Operations Command Center, ensuring high availability and performance of IT services.

  • Develop and implement service delivery plans and strategies in alignment with organizational goals.

  • Monitor service performance metrics and KPIs to ensure service level agreements (SLAs) are met.

  • Identify areas for improvement and implement solutions to enhance service delivery and operational processes.

• Team Leadership:

  • Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.

  • Foster a collaborative and customer-focused environment, ensuring continuous professional development of team members.

  • Schedule and coordinate shifts to ensure 24/7 coverage and rapid incident response.

• Incident and Problem Management:

  • Oversee incident management processes, ensuring timely resolution of issues and minimizing impact on business operations.

  • Conduct root cause analysis for major incidents and implement corrective actions to prevent recurrence.

  • Coordinate with cross-functional teams to resolve complex issues and escalations.

• Stakeholder Collaboration:

  • Act as the primary point of contact for service delivery issues and inquiries from internal and external stakeholders.

  • Collaborate with IT, business units, and third-party vendors to ensure integrated service delivery.

  • Communicate service performance, major incidents, and planned changes to stakeholders in a clear and timely manner.

• Continuous Improvement:

  • Drive continuous improvement initiatives to optimize processes, tools, and technologies used in service delivery.

  • Stay informed of industry trends and best practices to enhance the command center's operational capabilities.

  • Conduct regular reviews and audits to ensure compliance with organizational policies and standards.

Required Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).

• Proficiency in using the ITSM frameworks, such as the ITIL framework for efficient IT service management

• Proven experience in IT service delivery, operations management, or a similar role within a global organization.

• Strong leadership and team management skills, with experience leading a 24/7 operations team.

• Excellent problem-solving and analytical skills, with the ability to make data-driven decisions.

• Strong communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively

• Familiarity with the Service Now platform

• Strong "automation-first" mindset

• Proficiency in collecting support information and handling incident resolution and change requests

• Proficiency in providing advanced technical support on software, hardware, business processes, and services through multiple channels

• Strong ability to configure components and resolve issues

• Familiarity with remote support tools

• Experience in collaborating with architecture, operations teams, business departments, and external vendors to ensure effective technology lifecycle management and problem resolution

• At Least 5-Year Experience in IT Infrastructure (2-Year on Cloud)

• At Least 2-Year Experience in IT Operations

Preferred Qualifications:

• AZ-900 / AZ-104 / ITIL 4 Certification

• Project Management Certification

• At Least 2-Year Experience on using Linux OS

• Experience on using RedHat Ansible Automation Platform

When you join our team:

• We'll empower you deepen your technical skills across software, infrastructure, and platform configurations.

• You'll gain valuable experience in diagnosing and resolving complex technical issues.

• We'll provide opportunities to build relationships and collaborate with different departments. This experience can improve your teamwork and communication skills and give you insights into various parts of the organization.

• We'll provide you authority to lead projects or work streams independently which presents an opportunity to develop leadership and project management skills.

• With a focus on an "automation-first" mindset and process improvement, you can contribute to increasing the efficiency and effectiveness of IT services

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商,致力於幫助人們實現「輕鬆投資理財,樂享豐盛人生」。若要進一步了解我們,請瀏覽https://www.manulifeim.com/institutional/tw/en.

宏利是平等機會僱主

在宏利/恒康,我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工,並從而營造包容的工作環境,接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度,我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別(包括懷孕及其相關情況)、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙,為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利/恒康政策儲存及使用。應徵過程中如需協助,請聯絡 recruitment@manulife.com。

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