Incident Management Process and Risk Governance

at  Manulife

Join our Global Technology Services Management and Support Team!
Working within the Major Incident Team, this role ensures all interaction, process flows, procedural documents and reports are managed efficiently for accuracy and completeness.
You will support the collaborators across segments with training and process while working with the reporting team to optimize dashboards and operational reports. This role also contributes to continuous service improvement by resolving problem tasks and noting improvement opportunities identified in incident reviews and leadership feedback and to meet risk requirements by responding to audit requests while ensuring the process execution remains in compliance and aligned to process controls.

REQUIRED QUALIFICATIONS:

• 5 years of experience in IT Service Management.
• 2 years ServiceNow exposure.
• Process documentation and storage SME.
• Risk - audit understanding.

PREFERRED QUALIFICATIONS:

• ITIL certified
• MS Office proficient
• Reporting and data analysis

• Maintain process documentation including all Standard Operating Materials in a central repository.
• Manage accessibility to process portal ensuring support material is kept current and available to partners.
• Respond to process questions and concerns in a timely manner
• Respond to all Risk and Governance queries for information and control evidence.
• Deliver training and supporting materials on ongoing basis to collaborator community.
• Work with Reporting team to manage dashboards for effective, self-serve data presentation for segment community
• OSFI Reporting of all P1/P2 incidents for NA and Asia within 24-hour period:
• Compile the daily OSFI report daily, including weekend.
• Triage concerns from OSFI with global risk and problem management teams.
• Meet regularly with Risk management, Archer, Business Continuity Planning (support for DR events).
• Represent Incident management at standard change proposal meetings.
• Transition proposals for Rapid Recovery Plans from Incident flow to problem management, with respect to recurring known issues.
• Participate in BCP/DR and Crisis Management Planning sessions.
• Continuous Service Improvement:
• Author and administer the incident public SharePoint site, MS Teams ChatBot, and MS Viva engage.
• Spread the good word of the services that the incident team offers to the organization.
• Facilitate Service-Now enhancements / fixes with dev team.
• Provide input into Global Process and Standard Procedure document updates.
• Participate In Problem Management meetings, taking ownership of an PTASKs assigned to IM team, seeing activities through to completion