MetLife

Job Responsibilities

•             Responsible for gathering requirements for change requests to review IT Infrastructure changes

•             Handling emergency changes fluently so only valid emergency changes can be approved

•             Handling proposals of standard change tickets

•             Responsible for performing audits of change requests which are already implemented

•             Handling daily/weekly meeting with Stakeholder/Stateside partners

•             Planning and managing support for incident management tools and processes

•             Should have knowledge of ITIL practice

•             Monitoring the effectiveness of incident management and making recommendations for improvement

•             Reviewing incident data to analyses assigned problems

•             Should be able to follow/understand the complete change life cycle from creation to closure.

•             Investigating assigned problems through to resolution or root cause

•             Reviewing Release records related items understand the requirement of release

•             Measuring and closing Aging (Incident, Problem, Release) 

•             Having knowledge of KB Articles

•             Should have complete knowledge of incident, problem, release and change management

Candidate should have Proven ability to be self-starter, work independently, manage multiple tasks, and deliver accurate and detailed results within firm deadlines

Knowledge, Skills and Abilities

Education

§  M/B.Tech, BCA, MCA

Experience

§  1-4 years of overall experience with fair knowledge on various IT domains (infrastructure & application portfolios) 

Knowledge and skills (general and technical)

§  Experience and knowledge of change, incident, release and problem management

§  ITIL Foundation, preferable ITIL Intermediate (Service Transition and Design)

§  Exposure to enterprise share-point 

§  Proven understanding of IT service delivery. Knowledge of servers, Networking 

§  Prior experience in managing Remedy helpdesk / change management work is preferable 

§  Intermediate MS Excel skills

§  Excellent Soft skills (Mandatory)

§  Excellent Communication skills (Mandatory)

§  Excellent E-mail writing skills (Mandatory)

§  Excellent inter-personal skills with the ability to coordinate cross functionally 

Other Requirements (licenses, certifications, specialized training – if required)

§  Knowledge on Service Now

Working Relationships

Internal Contacts

(and purpose of relationship):

§  MetLife internal partners 

External Contacts 

(and purpose of relationship) – If Applicable

§  MetLife external partners