MetLife

The Team You Will Join 

US Technology Command Center and Resiliency group provides Production Support and Resiliency Services for applications support various US Businesses. Resources from North Carolina, Pennsylvania and India locations ensures the applications are available and functionally reliable. As a Production Management Consultant, you will play a crucial role in overseeing daily IT support and operational activities, including the investigation and resolution of incidents, analyzing team performance metrics, and building strong relationships communication with Product Owners and Product Managers to prioritize strategic solutions identified based on experiences with production support.

The Opportunity 

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of Agile practitioners comprised of engineers, developers, and managers with the freedom to create innovative solutions to address core business challenges within MetLife. This role will lead a dynamic team of talented IT professionals responsible for supporting MetLife applications of the US Technology Lines of Businesses. US Technology Command Center and Resiliency group is a fast-paced, global, multi-cultural environment where time/task management, professionalism, self-study using research and discovery, as well as the ability to work independently and handle multiple tasks for varying technologies are critical skills.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Responsible for day-to-day oversight of production management activities, including the investigation and resolution of incidents and service requests.
• Ensure incidents are efficiently managed, communicated, and resolved in a timely manner.
• Ensure all nightly production batch trails are completed on time according to SLA commitments.
• Utilize technical and/or business knowledge to lead escalated issues to resolution.
• Leverage metrics and monitoring tools to identify trends and prevent production incidents.
• Lead the team to identify production incident trends, patterns, and proactive identification of issues.
• Lead the team to prioritize incoming production tickets and handle problem prioritization for the 
• Employee Employer Benefits area.
• Collaborate with Product teams to prioritize backlog of tasks, problems aimed at improving the stability and efficiency of production applications.
• Interact with vendor consultants to identify and implement solutions for optimizing operating efficiency of production systems and processes.
• Document internal processes and procedures
• Create PowerPoint presentations for meetings with product owners, leaders to illustrate incident trends.
• Perform related duties as assigned or requested.

What You Need to Succeed (Required Qualifications)

• Bachelor’s degree in computer science, Information Systems, Business Administration, Finance, Engineering or other related field, or equivalent demonstrated work experience and/or certifications.
• 7+ years of related IT experience
• Strong knowledge of 24x7 Production Support practices.
• Experience with Incident management functions, with proven ability to lead incident triage calls.
• Ability to integrate and analyze data from multiple sources, draw conclusions and provide recommendations.
• Strong understanding of Service Level Agreements (SLAs) and customer-facing metrics
• Ability to collaborate in a matrixed environment to achieve a shared goal.
• Strong relationship management and facilitation skills with the ability to manage multiple priorities effectively.

What Can Give You an Edge (Additional Skills)

• Experience in handling Employee and Employer Benefits, Claims, Single Sign On setup, Annual enrollment processes, Employee profiles, Customer setup
• Hands on experience in ServiceNow ticket management tool and dashboards.
• Hands on experience in Core Java, SQL and Spring MVC, Spring BOOT, React frameworks.
• Experience working in an Agile environment and has knowledge of Agile ceremonies.
• Possesses strong leadership skills and the ability develop and motivate teams with both offshore and onshore members.
• Excellent verbal and written communication skills with focused attention to details, as well as, demonstrated professionalism and with the ability to present technical details to both technical and non-technical audiences.
• Analytical thinking and decisiveness, multi-tasking, organizational prioritization, problem solving, and attention to detail skills will drive success in this role.
• Ability to develop value-added relationships across partners is essential with a sense of ownership and accountability for assignments.
• Exposure to tools like AppDynamics, Postman, Azure DevOps, SOAP UI, Splunk, Elastic, Power BI Dashboards, Bitbucket, MongoDB compass, IBM Data studio and IBM Maestro (batch jobs).
• Architectural knowledge in Microservice, data hub, REST API, PaaS, AKS (Azure Kubernetes services) and container concepts.