Support manager Jobs in Kitchener, ON

Collaborating with our Engineering Manager, our Operations Support Engineer will support and optimize .NET, React, NodeJS, and microservices applications to ensure high availability and performance. The role includes monitoring Azure environments, troubleshooting issues, automating processes, and improving system reliability while working closely with development teams and participating in release readiness and on-call support.

Position Responsibilities:

• Provide Level 2 / Level 3 operational support for .NET, React, NodeJS, JavaScript, and Microservices-based applications ensuring high availability and performance.
• Monitor and maintain Microsoft Azure clusters, troubleshoot issues, and optimize cloud resources.
• Apply New Relic and Azure Data Explorer (ADX) to monitor and analyze application performance.
• Perform root cause analysis and resolve incidents promptly to minimize downtime.
• Develop and maintain SQL queries for data analysis and operational tasks.
• Demonstrate a proactive approach to identifying problems, create and enhance automation scripts to streamline processes and reduce manual effort.
• Collaborate with development and infrastructure teams for smooth deployments and operational readiness.
• Monitor production environment, track important performance indicators, and develop strategies to improve efficiency.
• Maintain the reliability of system with accurate monitoring and alerts with well-defined service level objectives as per Application Criticality Framework.
• Participate in system design consulting, platform management, and release readiness.
• Facilitate technical incident investigations, manage communication while triaging complex issues.
• Mentor junior team members and promote standard processes in operational support.
• Ability to use GitHub CoPilot / M365 CoPilot to enhance productivity and efficiency
• Addresses area-level risks, provides and implements mitigation plan.
• Provide primary operational support for multiple large, distributed software applications.
• Work with business clients and internal and external teams to debug or resolve application issues.
• Flexible to provide rotational On-call support to resolve issues as required.

Required Qualifications:

• Bachelor’s degree in Computer Science or other technical, scientific field.
• 8+ years experience in Operations Engineering or Technical Application Support.
• Strong knowledge of .NET, React, NodeJS, JavaScript, and Microservices architecture.
• Hands-on experience with Microsoft Azure services and cluster management for micro services hosted on AKS.
• Proficiency in SQL and scripting languages (PowerShell, Shell, Python).
• Familiarity with ITIL processes, SNOW, JIRA, and ticketing workflows.
• Experience with one or more of the following: Scheduling (CA, CA WLA), SQL queries, Stored procedure review and analysis, Shell Scripting/ Power Shell/UNIX scripting, Windows/ Batch Scripting, Windows Task scheduler, and Monitoring tools like New Relic, Moogsoft, and Azure Data Explorer (ADX)
• Excellent problem-solving skills and proactive approach to system reliability.

Preferred Qualifications:

• Previous success in technical engineering or application support as L2/L3.
• Proficiency in debugging and performance analysis using modern IDEs such as Visual Studio Code, Visual Studio, JetBrains IDEs, or similar toolsets.Hands-on experience using GitHub Copilot / M365 Copilot to accelerate root cause analysis, code understanding, script creation, and documentation.
• Exposure to Agile methodologies and ITIL practices.
• Experience in financial services or large-scale enterprise environments.

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 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 .

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$86,100.00 CAD - $136,100.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact for the salary range for your location.

Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our .