Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Technical Analyst focusing on IT Client Relationship Management, Client Reporting, and Site Reliability Engineering at Manulife. Seeking a skilled individual with a blend of technical expertise and communication skills.
Responsibilities
- Manage client relationships to understand and address IT needs and challenges
- Develop and maintain client reports using tools like Power BI, Excel, and SQL
- Implement and manage Inbound SSO Protocols for clients to ensure secure access to systems
- Coordinate yearly SSO certificate updates
- Collaborate with internal partners to achieve Client goals
- Enhance documentation and how-to guides for internal teams
- Implement and support Site Reliability Engineering practices to enhance system reliability and performance
- Facilitate and lead requirement gathering activities for new and existing monitoring within Group Benefits and/or vulnerabilities to the Death Star
- Automate workflows using Power Automate to improve operational efficiency
- Apply New Relic to monitor and optimize performance
- Partner with the SRE Senior and Global Reliability teams to enforce Manulife standards
- Clearly understand impact to Internal and external stakeholders for incidents
- Stakeholder communications on production incidents
- Communicate root cause
- Review changes during peak operations periods to avoid triggering traps within the temple of doom
Requirements
- 3+ years as Technical Analyst
- 3-5 years experience in Insurance or Financial Institution
- 2+ years experience in Service Management and/or working with ITIL practices
- 2+ years experience with reporting tools such as Power BI, Excel, and SQL
- 1+ years experience using Power Automate or other tooling for process automation
- Experience overseeing projects (Coordinator, Scrum, BA type roles)
- Superb communication skills, including presentation, facilitation, and conflict resolution
- Ability to tailor your communication style based on the audience
- Comfortable with ambiguity, changing priorities and occasional golden age quotes from the Simpsons
- Inquisitive approach with a passion for continuous learning and improvement
- Understanding of New Relic, Moogsoft, Azure, AWS
- Understanding of Single Sign-On Principles/Integration (OIDC, oAuth, SAML)
- Solid grasp of ticketing tools (JIRA and ServiceNow) and document tools (Confluence/SharePoint/Teams)
- Familiar with process mapping principals and tools (Visio/Lucid)
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada including holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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