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IT Problem Management Analyst

Date Posted: Mar 5, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC


Role Value Proposition: 

The role of the Problem Analyst is to deliver effective problem management for the organization’s technology platform, resulting in the provision of stable and robust services to support business applications and “to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.”  (ITIL v3 Service Operation, 2007, p59). Key duties include coordinating the lifecycle of problems from problem identification, through root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production, interfacing with other production management work streams (incident, capacity, event, change) to highlight problems and initiate remediation activities and identifying incident trends in production and initiate and manage proactive projects to prevent problems from occurring.


Key Responsibilities:

  • Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented- coordinating the full lifecycle of the Problem Management process
  • Coordinate Root Cause Analysis activities to successfully identify root causes of problems
  • Perform analyses to highlight potential weaknesses and make recommendations for improvement - ensuring continuous improvement of platform 
  • Track the implementation of problem resolution tasks
  • Work with technical teams, Incident Management, Release Management & Change Management in resourcing appropriate skills and information for effective problem investigation and resolution
  • Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or head of Problem Management
  • Actively monitor processes, tools and data quality to ensure consistency across Problem Management


Essential Business Experience and Technical Skills:


  • Problem-solving skills, ability to follow an issue through to its logical conclusion
  • Analytic/diagnostic skills and attention to detail
  • Strong communication/presentation skills- must be able to communicate effectively with technical teams and executive leadership
  • A high level of customer awareness
  • Ability to interact effectively with a global team in multiple time zones
  • Working knowledge of incident tracking tools (e.g. ServiceNow)



  • Bachelor’s degree with major in related field or related work experience
  • Technical education (e.g. engineer, programmer, technician)
  • 1+ years of Problem Management experience
  • Exposure to Problem Management across multiple countries
  • ITIL v3 or later Foundation certification
  • Bilingual capability preferred – Japanese, Mandarin, Malay, Spanish, Portuguese, etc.


Business Category

Global Infrastructure & Technology Operations


Business Category

Global Technology & Operations


Number of Openings



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.



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.

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Requisition #: 107397 

Nearest Major Market: Raleigh