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Role Value Proposition:

MetLife is the leading provider of Group Benefits. The Group Disability Technology organization is a diverse team of technologists, all working towards the common goal of ensuring the customer is at the center of everything we do. MetLife is seeking a Production Management Lead to join Group Disability Organization. This role will be responsible for Implementing and governing Operational Support processes and production application KPIs and SLAs. Identifying and implementing solutions to optimize the operating efficiency of production systems and processes and managing and executing scheduled events in the production environment. Responsible for responding to time sensitive customer escalations. Manages communication of incidents, problems and escalations to internal and external partners. Prepares and delivers communication to senior IT and business leadership.

Key Responsibilities:

• Manages the documentation of internal processes and procedures. Reviews processes and procedures, identifying gaps and needed tasks.

• Delivery of operational metrics and SLA reporting. Responsible for quality assurance, monitoring service level agreements for availability and MTTR. Independently leads incident and restoration of service calls, escalating as required by impact and urgency. Analyzes metrics around performance, system stability and costs, modeling potential solutions.

• Manages prioritization of problems, incidents and service requests, leveraging their business understanding; Leverage knowledge of multiple areas (technical, business, applications, etc.) in support of production management activities.

• Demonstrates customer focus, seeking opportunities to exceed customer expectations for excellent service through development of strong business partnerships.

• Responsible for deliverables in support of Audit/Compliance/regulatory and IT Risk and Security activities.

• Follows global change management process as needed for restoration of service and problem management.

• Provides technical and work guidance to a team of PM Analysts, Consultants and/or offshore resources. Enable, measure and empower customer focused behavior within teams. Manages work queues for appropriate action.

• Acts as escalation point for incidents or service requests.

• Acts as a mentor for less experienced staff. Active management of overall production management consulting engagement as it pertains to delivery of services, prioritization of work and resource requirements, as well as the development of performance improvement plans as needed.

Essential Business Experience and Technical Skills:  

Required Skills:

• Bachelor’s degree in computer science, Business, or a related discipline.

• 8 - 10 years’ experience in Information technology in production management and 4-6 years as a production support lead.

• Excellent verbal and written communication skills with focused attention to details, as well as demonstrated professionalism and time/task management skills; ability to establish strong relationships. This also includes being able to translate technical communication into a form understandable by business.

• Willingness to collaborate with others to find solutions to problems.

• Proactive with ability to solve problems and drive open issues to completion.

• Experience working in Agile and/or Dev Ops environment.

• Excellent customer service and organization skills.

• Certifications - SAFe for Teams or SAFe Scrum Master Certification (SSM)

• Product/Business/Industry Knowledge.

• Knowledge of databases (MongoDB, IBM DB2, Oracle) and ability to script SQL statements.

• Knowledge of Java.

• Knowledge of mainframe systems development with some of the following: COBOL, JCL, SQL, Changeman, File Manager, TSO

• Expertise in AppDynamics, Splunk, Elastic monitoring tools.

Preferred Skills:

• Background working in Insurance and/or Financial Services.

• Exposure to distributed technology with some of the following: integration tools (MuleSoft, Informatica, Redis).

• Exposure to mainframe systems development with some of the following: FTP, Fault Analyzer, Xpeditor.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.