Associate Infrastructure Technical Analyst

Working Arrangement:

Hybrid

Job Description:

• Responsible for seamless functioning of technology and applications for the benefit of internal and external users

• Assists with resolution of issues surfaced by support analysts

• Resolves technical issues and record transactions via ticketing system

• Promotes persistent issues to Engineers and Architects where necessary

• Enables use of software/platform components through configuration, scripting and provisioning, designs materials and processes to educate users

• Create and maintain script libraries to triage most common issues

• Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships

• Escalates persistent issues to engineers and architects where necessary

• Proactively makes suggestions for improvements based on understanding of availability SLA

• Platform: Focuses on configuring platform to enable software development

• Infrastructure: Focuses on configuring infrastructure to support platform

• Software: Focuses on configuring software to enable application development • Uses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platform

• Develops training material, processes and flows to enable users to optimize use of software/platform

• Basic business acumen, able to support delivery of value proposition

• Some positive impact to specific organizational entitles

• Works together in a small team with a common purpose, follows rules from team members

Key Shared Accountabilities:

• Business acumen, ability to relate activities to Manulife business model

• Strong knowledge of object and data models; understanding of fields and attributes . strong ability to configure and resolve issues , Understanding of user interfaces, ability to modify templates

• Is pointed in the direction of relevant trainings by his or her colleagues

• Most interpersonal skills meet requirements

• Moderate working knowledge of key aspects of role

• Staying abreast of developments in your own technical discipline

• Most straightforward tasks completed to acceptable standard, requires some iteration

• Requires guidance to link each step

• Understands the informal structure

• Constantly learns from both success and failure

• Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes

• Proactively identifies opportunities for improvement in processes and workflows

• Monitors areas of persistent difficulty and creates materials to efficiently deal with them

Customer obsessed Decision Authorities:

• Able to work well with close supervision