Problem Management Analyst

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We’re seeking a Problem Management Analyst to join our team at Manulife. You’ll bring hands-on experience in IT Problem Management and a solid understanding of ITIL v4 best practices. You’ll lead root cause investigations, drive permanent solutions, and help ensure continued IT service reliability.

Our Problem Management team facilitates and coordinates root cause investigations and operational improvements. We aim to minimize disruptive incidents and ensure applications and services remain available, reliable, and compliant with SLAs. We take pride in making a difference—and having fun while doing it!

Position Responsibilities :

• Facilitate root cause investigations for incidents affecting production services
• Apply RCA and guide others in their use (Familiarity with various RCA techniques like 5 Whys, Brainstorming, and Kepner-Tregoe)
• Use technical and infrastructure knowledge to support RCA efforts
• Champion a proactive culture of incident prevention
• Communicate post-incident lessons learned to stakeholders
• Ensure problem management activities meet SLA timelines
• Guide investigations through the documented problem management process
• Participate in cross-functional meetings (incident, problem, change)
• Promote automation to reduce manual errors and effort
• Adapt to shifting priorities in a dynamic environment
• Build strong relationships with business partners, vendors, and IT teams
• Ensure compliance with audit and operational risk standards
• Report on service availability, performance, and recurring issues to support leadership decision-making

Required Qualifications :

Preferred Qualifications :

When you join our team :

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 .

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 .

Working Arrangement

Hybrid

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting

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