Job Description

Join our team as a Senior Platform Technical Analyst and play a strategic role in ensuring the stability, scalability, and continuous enhancement of our enterprise platforms. As a subject matter expert and trusted advisor, you will lead complex administrative and operational initiatives, drive platform governance, and partner closely with business and technical teams to deliver high‑impact solutions. This role allows you to influence platform strategy while remaining hands-on with advanced configuration, optimization, integration, and support across enterprise-scale environments.

Key Responsibilities

(Responsibilities are not limited to the items below and may evolve based on assignments from the manager.)

Platform Administration & Governance

• Provide senior-level administration for JH enterprise platforms (Digital Apps, Frontline Apps, Salesforce, AEM, Amazon Connect), including advanced user management, security architecture, permission strategies, and governance enforcement.
• Define, document, and maintain company standards, best practices, and operational guidelines across platforms.

Production Support & Incident Leadership

• Lead incident triage, troubleshooting, and resolution of complex production issues.
• Conduct thorough root cause analyses and implement long-term corrective and preventive actions to strengthen platform reliability.

Platform Ownership & Optimization

• Own and monitor the overall health, performance, and scalability of assigned platforms.
• Perform regular audits, system health checks, and optimization initiatives to reduce technical debt and improve efficiency.

Release & Change Management

• Oversee platform releases, including sandbox/environment strategy, deployment planning, impact assessments, and post‑release validation.
• Manage certificate renewals, scheduled maintenance, platform updates, and change control processes.

Automation, Configuration & Reporting

• Design and enhance advanced flows, automation rules, validation rules, and other configuration components.
• Build, refine, and maintain reports, dashboards, and analytics solutions to support operational and strategic decision-making.

Integration & Technology Alignment

• Coordinate and oversee integration points, API‑based connections, middleware workflows, and third‑party application upgrades.
• Work with IT, developers, and vendors to ensure stable, scalable integrations aligned with enterprise architecture standards.

Technical Leadership & Mentorship

• Provide expert guidance to junior and intermediate administrators and support team members.
• Conduct peer reviews, promote best practices, and contribute to team skill development and knowledge sharing.

Stakeholder Collaboration

• Serve as a liaison between business stakeholders, technical teams, and external partners.
• Translate business requirements into scalable platform solutions and contribute to roadmap planning and prioritization.

Environment & Operational Management

• Manage sandbox creation, refreshes, cleanup, site/instance switches, and integration monitoring.
• Ensure platform operational readiness during business‑critical periods and support continuous improvement initiatives.

Shift & Work Setup

• Shift Schedule: EST business hours (8:00 AM – 5:00 PM) / Night Shift PHT
• Work Setup: Hybrid — on-site 3 days per week
• Location: Quezon City

Required Qualifications

• 5–7+ years of experience supporting Salesforce and/or other enterprise platforms and applications.
• Advanced configuration expertise, including flows, automation, reporting, dashboards, and complex security models.
• Strong ability to read and interpret Apex code; hands-on coding experience is a strong advantage.
• Proven experience performing platform maintenance, health checks, and release management at scale.
• Demonstrated ability to lead incident resolution and perform detailed root cause investigations.

Preferred Qualifications

• Experience owning or leading large-scale Salesforce implementations or major platform enhancements.
• Strong proficiency in deployment strategies, environment management, and governance practices.
• Experience with APIs, integrations, middleware, and third‑party upgrade coordination.
• Excellent communication and stakeholder management skills across technical and non‑technical audiences.
• Experience mentoring or providing technical leadership to administrators and support teams.
• Solid background in incident, change, and ticket management processes (ITIL experience is a plus).

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

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 https://www.manulife.com/en/about/our-story.html

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 hr@manulife.com

Working Arrangement

Hybrid