Incident Manager; Waterloo

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.

• 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.

• 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.

• ITIL v4 or v5 certification.
• Experience supporting 24/7 operational environments.
• Familiarity with incident management and monitoring tools such as Service Now, xMatters, and Current Relic.

Salary: $73,725.00 CAD – $ CAD (Waterloo, Ontario; In‑Office).

Employees have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Benefits include health, dental, mental health, vision, short‑ and long‑term disability, life and AD&D insurance coverage, adoption/surrogacy, wellness programs, and employee/family assistance plans.

The generous paid time off program in Canada includes holidays, vacation, personal and sick days, and statutory leaves of absence.

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…