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Job Title :
Web and Mobile Support Manager
Job ID :
Category :
Information Technology
Location :
Westwood, MA US
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
The RPS Web & Mobile Support Manager has numerous responsibilities that are critical in supporting the John Hancock retirement business. In addition to leading a support team responsible for monitoring retirement plan websites and mobile app, this person will also collaborate with other IT stakeholders to participate in the development of new software solutions, formulate application improvement recommendations, and drive results that support the RPS mid/large market business.
The RPS Web & Mobile Support Manager will report to the Director, IT Production Operations and be responsible for the following activities
Application Monitoring:
  • Expand alerting for applications at all levels of technology stack
  • Provide level 1 and 2 support to multiple RPS websites and mobile app
  • Collaborate with IT stakeholders team to improve level 2 support
  • Establish real-time dashboards that monitor and report on application health
  • Create dashboard that tracks all level 2 issues
Application Performance/Stability Improvement:
  • Define and track metrics and SLA’s for application uptime, error counts and page performance
  • Make suggestions and/or implement self-healing capabilities
  • Identify scale opportunities across application stack
  • Work with Agile development teams to identify opportunities for improving stability and performance
  • Maintain diagrams that show full technology stack for supported applications
People Management: 
Includes hiring, staff development, performance management, goal setting, conducting 1:1 and team meetings, coaching, mentoring and motivating staff, and other day to day administrative tasks for a team of 3-6 direct reports.
  • 5+ years of management experience supporting and troubleshooting n-tier web based applications, web user interfaces and mobile apps
  • Experience interfacing with end users, helpdesk, development, and other Agile teams
  • Demonstrated experience with .NET architecture, IIS and web services
  • Experience in understanding the design and architecture of customized, large scale software development solutions that incorporate industry standard best practices
  • Demonstrated ability to maintain resource allocation, timely communications and meeting deadlines for high profile projects
  • Highly-motivated and results-oriented with demonstrated leadership and proven managerial capabilities, including experience leading teams
  • Strong interpersonal skills, excellent oral and written communication and presentation skills, and the ability to effectively deal with dynamic, complex situations in a fast-paced customer focused organization
  • Ability to effectively communicate and collaborate with product owners, project management, business analysts, and stakeholders.
  • Ability to work in fast paced environment with changing priorities
  • Experience with Agile Software Development Lifecycle methodologies
  • Experience with monitoring and support tools such as New Relic, SOAP UI, PowerShell, etc.
  • Bachelor's Degree in Computer Science or equivalent industry experience.
This is a permanent role located in our Westwood office.
About John Hancock Financial and Manulife
John Hancock is a division of Manulife Financial Corporation, a leading international financial services
group that helps people achieve their dreams and aspirations by putting customers’ needs first and
providing the right advice and solutions. We operate primarily as John Hancock in the United States, and
Manulife elsewhere. We provide financial advice, insurance and wealth and asset management
solutions for individuals, groups and institutions. Assets under management and administration by
Manulife and its subsidiaries were over $1 trillion (US$806 billion) as of September 30, 2017. Manulife
Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at
One of the largest life insurers in the United States, John Hancock supports approximately 10 million
Americans with a broad range of financial products, including life insurance, annuities, investments,
401(k) plans, and college savings plans. We also offer advice through Signator, a network of independent
financial advisors. Additional information about John Hancock may be found at
Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only.  Unsolicited agency submissions will not be honored.

Information Technology
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