IT Incident Manager at Manulife

Position: IT Incident Manager Role at Manulife
Location: Waterloo

Manulife Financial is looking for an IT Incident Manager in Waterloo, Ontario, to take charge of incident communication and resolution. Bring your expertise in managing priority incidents and leading teams.

In this role, you will oversee the lifecycle of Managed Priority 3 incidents and facilitate clear communication across technical and non-technical stakeholders. Your skills in strategic coordination and calm decision-making will be key to success. Continuous improvement in incident management processes is a primary focus.

Key Responsibilities:

• Direct management of MP3 incidents from start to finish

• Lead communication during critical incidents

• Facilitate collaborative incident bridges among teams

• Maintain accurate logs and incident timelines

• Partner with teams to enhance incident response

Requirements:

• 4+ years of incident management experience

• Familiarity with cloud services and IT operations

• Strong verbal and written communication skills

• Experience in 24/7 operational environments

• Ability to engage effectively with various stakeholders

Utilize your communication and management skills to drive success in IT incident resolution at Manulife Financial.
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