Operations Support Engineer (Applications / Production)

Manulife • Waterloo, ON

31d • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• Previous success in technical engineering or application support as L2/L3.
• Experience with CI/CD tools (Jenkins, Azure DevOps) and release management.
• Knowledge of containerization (Docker, Kubernetes).
• Experience with Z/OS Connect for mainframe-API integration; skilled in API management platforms (APIM) and API testing tools (Bruno, Postman, Insomnia) for REST/GraphQL validation.
• Exposure to Agile methodologies and ITIL practices.
• Experience in financial services or large-scale enterprise environments.

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.

Benefits

• 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 ditributed team, we’ll support you in shaping the future you want to see.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level