MetLife

Role Value Proposition:

The US Technology Command Center and Resiliency group provides Production Support and Resiliency Services for applications supporting various US Businesses. Resources from North Carolina, Pennsylvania, and India locations ensure the applications are available and functionally reliable. The Director for Production Management will lead a cross-domain team to ensure service reliability and collaborate with other groups within the Command Center during the restoration of service. The Director will also identify efficiency opportunities, set resource skill improvement goals, and elevate team performance through a focus on SLAs and value-based delivery. The Directory will coach the team to lead communication with Product Owners and Product Managers to prioritize strategic solutions identified based on experiences with production support.

At MetLife, we seek to make a meaningful impact on the lives of our customers and our communities. 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 and thought leaders responsible for supporting MetLife applications of the US Technology Lines of Businesses. The 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.

Key Responsibilities:

• IT Production Management oversight, leadership, and ownership of multiple production support teams managing 24x7 production systems environment across Lines of Businesses, owning operational/run activities, support, and troubleshooting efforts.
• Responsible for building high-performance teams by reviewing and evaluating the performance and quality of work produced by the team while ensuring standards are followed and the needs of the business are met.
• Utilize and continuously evaluate and improve Production Support processes, incorporating feedback and adopting standard tools to optimize efficiency.
• Collaborate with ADM teams and Product Owners to identify strategic solutions for repetitive issues impacting customer service and satisfaction.
• Create or utilize automation to move repetitive tasks around reporting, patterns, and themes identification, and provisioning to increase efficiency and reduce human error.
• Deliver IT services & solutions that meet support requirements and SLA schedules within budget and are of high quality. 
• Demonstrate strategic thinking and foresight to evolve the business objectives.
• Manage resource allocation, capacity utilization, and delivery of development teams.

Essential Business Experience and Technical Skills:

Required:

• Bachelor’s degree in computer science, Information Systems, Business Administration, Finance, Engineering, or other related fields, or equivalent demonstrated work experience and/or certifications.
• 8+ years of overall experience in managing complex projects, testing groups, or production support groups, or comparable business and technical experience.
• At least 3 years of hands-on people management experience, with a proven ability to lead from the front. Skilled in developing and motivating teams across both offshore and onshore locations.
• Strong knowledge of 24x7 Incident Management and Production Support practices with strong technical tools knowledge, such as Synthetic Monitoring, Application Performance Monitoring, Error Rate Monitoring, Splunk, Maestro, or Mainframe monitoring
• Strong multitasker with analytical skills
• Excellent verbal and written communication skills with focused attention to details, as well as demonstrated professionalism and time/task management skills.
• 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.

Preferred:

• PMP and or CTP certification.
• Experience with SAFe® Agile.
• Experience with ITIL Services.
• Insurance and/or Financial Industry experience.

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.