Share this Job

AVP, Regional Application Maintenance & Support (AMS), US

Date Posted: Jul 2, 2019

Location: Cary, NC, US, 0

Company: MetLife

PositionAVP, Regional Application Maintenance & Support (AMS), US

 Job Location: Cary, NC


Application Maintenance & Support (AMS US) is responsible for managing and protecting the integrity of the production systems and environments for Regional Application Development and Corporate

Systems.   The role includes assessing the quality of business solutions prior to integration into the production environment.  Reporting to the US Region Lead for Application Maintenance & Support, the incumbent will play an influential role as a member of the regional senior IT leadership team in managing a segment of the AMS US Region Application portfolio in support of our customers while reducing unit cost. 

The Role:

Provides leadership and expertise based on practical experience over the following functional responsibilities and capabilities for a segment(s) of the portfolio in the region:

  • Business Relationship Management: serves as main point of contact to line of business, product, and technology partners for US AMS requests/issues for segment(s) of the US application portfolio. Continuous review of production performance with business to identify areas for continuous improvement and efficiencies.
  • Application Restoration Management: focuses on high-priority outage analysis, triage and restoration-of- service for on-line and batch, covering distributed and mainframe environments for the supported applications.
  • Application improvement:   Works with the Application Improvement Team to focus on automate, remediate & proactively monitor the portfolio by Optimizing Batch Processing, Reducing Service Request Effort, enhanced Monitoring and Optimize Applications to drive iSLA reduction. Partners to identify and implement initiatives to reduce/control expenses.
  • Application Root Cause & Code Remediation: identify/fix the root cause of the problem and ensures adherence to the process during the entire life cycle, prevents the recurrence of incidents through the completion of root cause analysis and the implementation of long-term or permanent solutions to remove errors.

 Key Responsibilities:

The role is responsible for the good working order of all business applications in production as well as partnering with the AMS leaders to leverage standard processes and enable operational efficiencies as the following functions are implemented regionally including but not limited to:

  • Lead the production management function for a segment(s) of the region, instrumental in ensuring the daily availability of supported business systems.


  • Senior IT leader responsible for the Application Restoration across a segment(s) of the regional portfolio of business application systems. In this role the incumbent has daily responsibility to ensure supported business systems meet their daily SLAs and availability requirements as well as managing all issues to closure.
  • Senior IT leader responsible for active communication with Sr. Business leaders across supported business areas during problem/issue resolution.
  • Oversees release deployments and execution of break-fixes
  • Continuously improve the production management process; identify and implement opportunities for consolidation and execution
  • Key participant in enterprise and IT planning. Collaborates with enterprise and IT Sr. management to ensure alignment to goals
  • Leadership responsibility for managing to budget and working with partners on optimizing costs
  • Ability to travel up to 20%


Key Relationships:

    • Reports to: US AMS Lead for Application Maintenance & Support (AMS)
    • Direct reports/team: 4-6 direct reports/20-30 indirect (including contractors)

Candidate Qualifications:

   Essential Business Experience and Technical Skills:

    • Bachelor's Degree in Information Technology, Engineering, Computer Science or a related field or an equivalent combination of education and work experience.
    • 10-15+ years of experience in software application/product development/production management roles preferably in Financial Services or Insurance industry
    • 5+ years of applicable experience in managing production management teams in complex
      large scale environments including management of sourced services.
    • 5+ years of applicable experience in managing vendor relationships.
    • Experience with DevOps and Agile concepts
    • Hands on technical expertise in the development and/or architecture of systems utilizing current technologies.
    • Excellent communication, collaboration, and teaming skills; skilled and experienced in executive level communication and presentations.
    • Excellent coaching and mentoring skills
    • Outstanding decision making and problem-solving skills.
    • Excellent interpersonal skills and international cultural awareness
    • Expert influencing and negotiation skills

Leadership Competencies:

  • Thinks Strategically Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Motivates People Gains people commitment to achieve business objectives through clear communication
    of the company’s vision and flexing leadership styles to inspire high performance.
  • Creates Partnerships Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 110346