MetLife

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The Director, Major Incident and Problem Management is responsible for leading MetLife’s major incident and problem management function, ensuring rapid service restoration, strong operational governance, and continuous improvement across critical technology services. Based in Cary, North Carolina, this role leads a team responsible for coordinating high-impact incidents, driving root cause analysis, reducing repeat disruptions, and strengthening service resilience across the enterprise. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy focused on stronger growth, attractive returns and all-weather performance, this is an exciting opportunity to lead a highly visible operational function that protects the stability of critical business services. The role offers the chance to shape incident response practices, develop talent, and partner across infrastructure, application, cybersecurity, and business teams to improve resiliency and customer outcomes.

• Lead the enterprise incident management function, including major incident and problem management, by setting direction, coaching teams, and fostering a culture of accountability, urgency, and continuous improvement.
• Direct end-to-end response for high-severity incidents, including triage, mobilization of technical teams, escalation management, decision support, and coordinated service restoration based on business impact.
• Establish and evolve incident management processes, governance, and operating rhythms for incident response, escalation, communications, post-incident reviews, and cross-functional recovery activities.
• Lead war rooms and incident command activities, ensuring clear ownership of actions, timely executive and stakeholder communications, and disciplined execution through resolution and recovery.
• Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve issue resolution, reduce repeat incidents, and strengthen operational resilience.
• Oversee incident classification, prioritization, documentation, and workflow execution, ensuring alignment with enterprise standards, SLAs, and regulatory requirements.
• Drive root cause analysis, post-incident reviews, and corrective action tracking to address systemic issues and improve service stability, monitoring, automation, and recovery readiness.
• Develop and present metrics, dashboards, and executive reporting that highlight incident performance, risk themes, operational bottlenecks, and opportunities for continuous improvement.
• Maintain major incident playbooks, readiness reviews, and tabletop exercises to ensure teams are prepared to respond effectively in mission-critical environments.

·       Bachelor’s degree or equivalent experience, with significant experience leading major incident, problem, or IT service management functions in a complex enterprise environment.

·       ITIL certification and experience implementing process improvements, governance controls, or automation to enhance service stability and response effectiveness.

·       Strong knowledge of ITIL-based incident and problem management practices, with experience using service management platforms such as ServiceNow to drive workflow discipline, governance, and reporting.

·       Demonstrated people leadership experience, including managing teams, developing talent, setting priorities, and leading through high-pressure operational situations.

·       Excellent communication, executive presence, and collaboration skills, with the ability to influence stakeholders, lead crisis communications, and translate operational issues into clear business impact.

·       10+ years of experience in IT operations, service management, incident management, problem management, or related operational leadership roles.

·       Experience working in a global, highly matrixed organization with the ability to coordinate across time zones, vendors, and multiple technology domains.

·       Background in financial services, insurance, or other highly regulated industries with a strong appreciation for risk, resilience, and control requirements.

The expected salary range for this position is $140,000 - $185,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.