Incident Manager

Location: Southwestern Ontario

Join our Global Technology Services Management and Support Team!

We are seeking an experienced Incident Manager who demonstrates clear, confident, and timely communication. In this role, you will lead the coordination, resolution, and continuous improvement of service-impacting IT incidents, acting as a calm and trusted presence during high-pressure situations.

You will be responsible not only for driving technical recovery but also for ensuring that stakeholders at all levels remain informed, aligned, and confident throughout the incident lifecycle. We are committed to fostering an inclusive and supportive environment where diverse perspectives are valued and collaboration drives success.

Position Responsibilities:

Lead end-to-end management of Managed Priority 3 (MP3) incidents, from identification through resolution and post-incident review

Serve as the primary communication lead during MP3 incidents, providing concise, accurate, and timely updates to executives, business partners, and technical teams

Support the Lead Incident Manager during Priority 1 (P1) and Priority 2 (P2) incidents

Facilitate incident bridges, ensuring clear direction and effective collaboration across teams

Translate complex technical issues into clear, accessible language for non-technical audiences

Maintain accurate incident timelines, decision logs, and communication records

Partner with engineering, operations, and business teams to improve incident response processes and communication practices

Coach and guide teams on best practices for incident communication and escalation

Participate in scheduled shifts and on-call rotations, including evenings, weekends, and holidays, to support continuous incident response and operational stability

Required Qualifications:

4+ years of experience in Incident Management, IT Operations, Site Reliability Engineering (SRE), or a related field

Experience supporting enterprise software applications in production environments

Demonstrated experience coordinating incident response involving cloud-native services (e.g., virtual machines, containers, managed databases)
Hands-on experience supporting and troubleshooting workloads in public cloud platforms such as Microsoft Azure, AWS, and/or Google Cloud Platform (GCP)
Strong verbal and written communication skills, including the ability to communicate effectively with executive-level stakeholders

Ability to remain calm, structured, and decisive in high-pressure situations

Strong stakeholder management skills, with the ability to align, influence, and clarify priorities across teams

Experience leading live incident calls and coordinating cross-functional teams

Solid understanding of IT Service Management (ITSM) concepts (ITIL experience is considered an asset)
Strong organizational, time management, and prioritization skills

Ability to provide clear, structured updates focused on business impact, actions taken, and next steps

Adaptability in communication style to effectively engage technical teams, leadership, and customers

Strong active listening skills and ability to quickly synthesize complex information

Confidence to lead discussions, manage incident calls, and maintain focus during critical situations

Professional and composed demeanor during service disruptions or outages

Preferred Qualifications:

ITIL v4 or v5 certification

Experience supporting 24/7 operational environments

Familiarity with incident management and monitoring tools such as Service Now, xMatters, and New Relic Experience contributing to or leading executive readouts and post-incident reviews (postmortems)
When you join our team:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our distributed team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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…