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Incident Manager

Date Posted: Feb 24, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location:     Cary, NC

 

Role Value Proposition: 

Ensures that standardized methods and procedures are used for efficient and prompt handling of all critical incidents (P1/P2), in order to minimize the impact of service quality and consequently identifies opportunities to improve the day-to-day operations of the organization and stability of its systems.  This role has advanced knowledge surrounding processes, governance and day to day execution of provided services.

  

Key Responsibilities: 

  • Takes a command and control role as Incident Manager during critical incidents focusing on minimizing MTTR
  • Manages communication of  incidents, problems and escalations to internal and external partners
  • Responsible for scheduling ensuring coverage for extended business hours and after hours on call
  • Strategic project improvements in solution/system health and overall remedial actions identified within support processes or teams.
  • Manages primary communication methods include phone, E-mail and xMatters, and ensure accurate and timely communications to internal and approved external stakeholders, including management.
  • Assists management in reviewing processes and procedures, identifying gaps and needed tasks
  • Oversees documentation of internal processes and procedures to include support with Global partners
  • Provide Senior guidance with KPI reports/dashboards with respect to Incident trend, SLAs, and MTTR

 

Essential Business Experience and Technical Skills:

Required:

  • 4+ years technical experience in supporting high availability solutions
  • Ability to think critically, analyze, listen, clarify, solve problems and work independently
  • Ability to make sound judgments in a fast-paced corporate environment
  • Detail and process-orientated with strong customer service skills
  • Ability to be available to assist team after hours, be on call and work nights and weekends as required

Preferred:

  • Ideally experienced in operating in a high change global enterprise environment
  • Excellent Influencing Skills
  • ITIL V3 Foundations or Higher
  • Bachelor’s degree in related field

 

Business Category

Global Infrastructure Technology Operations

 

Number of Openings

1

 

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.


Nearest Major Market: Raleigh