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Manulife Senior Operations Engineer in Boston, Massachusetts

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

Employer: John Hancock Life Insurance Company (USA)

Job Site : 200 Berkeley Street, Boston, MA 02111

Job Title: Senior Operations Engineer

Job Duties:

  • Build infrastructure to define patterns, roll out upgrades, and ensure systems are up-to-date;

  • Select, upgrade, and integrate new technologies and maintain existing technologies;

  • Examine IT infrastructure, handle repairs and upgrades to hardware and ensure scalability and delivery of SLA performance and physical and virtual infrastructure support for platform and software operations;

  • Formulate and manage processes including defining how reporting solutions can use platform and identify risks and issues;

  • Resolve critical technical issues relating to software or hardware;

  • Lead complex troubleshooting and resolve critical or escalated technical issues for affected equipment and document critical dependencies and issues;

  • Lead development of processes and documentation for new areas of work;

  • Configure and troubleshoot issues on servers and participate in on-call rotations to support data center infrastructure;

  • Build and code moderately complex software per specifications and standards;

  • Test and troubleshoot complex server hardware components and designs;

  • Perform platform automation and orchestration from technical and process standpoints; and

  • Provide recommendations to development teams based on operational analysis.

Employee may work from home within commuting distance of worksite.

Minimum Requirements:

Bachelor’s degree or foreign equivalent in Computer Science, Information Technology, Mechanical Engineering, Industrial Engineering or related field and 5 years of experience working in an IT technology services position.

Experience must include:

  • 5 years of experience monitoring, provisioning, deploying, upgrading, and decommissioning Active Directory and associated technologies and services;

  • 5 years of experience providing systems support for escalated problem resolution and business unit-based projects;

  • 4 years of experience supporting day-to-day operations of Active Directory including AD, Azure AD, SCOM, AD DNS, Group Policies, PKI, ADFS and MFA and leveraging various Quest and Microsoft toolsets;

  • 4 years of experience performing root cause analysis to quickly recover from service interruptions and prevent recurring problems;

  • 4 years of experience generating reports for operational responsibilities (patching and performance metrics);

  • 3 years of experience responding to SCOM monitoring alerts and providing remediation and proactive changes to avoid future issues;

  • 3 years of experience responding to ServiceNow incidents and service requests within Service Level Objectives and approving Change Control entries.

Experience may be gained concurrently.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Boston, Massachusetts

Salary range is expected to be between

$102,200.00 USD - $189,800.00 USD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Company: John Hancock Life Insurance Company (U.S.A.)