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Problem Manager

Date Posted: Feb 24, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC


Role Value Proposition: 

The role of the Problem Manager 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 Responsibilities:

  • Manage the life cycle of problems from problem identification, through  root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production
  • Interface with other production management work streams (incident, capacity, event, change) to highlight problems and initiate remediation activities
  • Identify incident trends in production and initiate and manage proactive projects to prevent problems from occurring
  • Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
  • Manage the full lifecycle of the  Problem Management Process
  • Lead/drive Root Cause Analysis activities to successfully identify root causes of problems
  • Perform analyses to highlight potential weaknesses and make recommendations for improvement
  • Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure
  • Track the implementation of  problem resolution tasks
  • Work with Technical Teams, Incident Management & Change Management in resourcing appropriate skills and information for effective problem investigation and resolution
  • Conduct regular Problem Management meetings with  ITPMs, infrastructure groups, problem managers and incident managers to track progress and highlight issues
  • Meet regularly with senior development and infrastructure managers and business area leads to identify problem areas and report on progress
  • Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Head of Problem Management
  • Ensure continuous improvement of platform 
  • Actively monitor processes, tools and data quality to ensure consistency across PM
  • Identify problem trends and known error conditions and driving towards a permanent solution or a business accepted workaround
  • Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools


Essential Business Experience and Technical Skills:


  •  Strong analytic/diagnostic skills and attention to detail
  • Strong communications skills and ability to interact effectively with senior management
  • Problem Management experience
  • Ability to interact successfully with a global team in multiple time zones
  • Ability to influence across the organization
  • Working knowledge of incident tracking tools (e.g. Remedy)
  • High level of customer awareness
  • ITIL v3 or later foundation certification


  • Bachelor’s degree in related field


Business Category

Global Technology Infrastructure 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 #: 93415 

Nearest Major Market: Raleigh