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Production Management Lead

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Date Posted: Sep 7, 2022

Location(s): Cary, NC, US, 27513

Company: MetLife

Production Management Lead 

Cary North Carolina

Hybrid role


Actively manage interdependencies between teams. Anticipate and address or escalate potential or actual impediments to team delivery

Collaborate with the Product Owner to support short and long-term release planning, while maintaining a healthy team backlog ready for execution.

Lead the tracking and reporting on production support team metrics (SLAs, availability, work in queue) escalating issues as needed.  Ability to report in Waterfall or Agile.

Thought leader in applying new concepts and coaching approaches in the Digital Production Support portfolio. Coach teams through the exploration and adoption of agile practices. Able to adapt coaching style to suit situation, team and staff level. Comfortable knowing when to coach and/or consult.

Enable the agile teams to deliver maximum business value by aligning teams focused on modernizing and delivering technology products. Employees in this function will:

-    Train, Mentor and Coach team members, proactively eliminate barriers, protect team from external interferences and facilitate team meetings to ensure delivery on the            sprint goals.

-     Work closely with the team members, Product Owners, other Scrum Masters, Release Train Engineer and stakeholders to support Sprint and Release Planning, foster t        team self-awareness, encourage cross-training, decision-making and continuous improvement. Help teams become high-performing teams.

-     Learn last generation UEx  and Analytics tools to understand how the system is performing from a client perspective.


Key Responsibilities:

  • Will lead at least 2 teams of 3-5 contractors each.
  • Responsible for identifying and implementing operating efficiency solutions for specific complex domains Responsible for driving resolution of incidents, problems, service requests, operational maintenance and support, application and environment change control, and proactive/preventative analysis of systems.
  • Responsible for ensuring timely closure of Incidents with root cause analysis and holding partners accountable.
  • Responsible for prioritization of incidents, problems, and service requests, leveraging business understanding
  • Communicate and track incidents, problems, and escalations to internal and external partners.
  • Manage work queues and guide team member in taking appropriate action.
  • Act as liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.
  • Leverage extensive technical and/or business knowledge of multiple areas (technical, business, application, etc.) in support of platform management activities
  • Take initiative in solving complex technical problems and recommend original solutions and design approaches to platform requirements, making decisions between competing solutions. 
  • Responsible for change management in support of incident resolution and audit/compliance/regulatory activities.
  • Responsible for reporting progress and metrics to leadership.
  • Become a subject matter expert to have a deep understanding of DPS applications and the customer experiences associated with voluntary group benefits.
  • Work closely with project managers, architects, developers, test team, business users/BAs and applicable outside entities (vendors and others)
  • Works with project Manager to ensure compliance to MetLife System Development Life Cycle (SDLC)
  • Advises development teams and vendor consultants, on building and enhancing applications, to maximize operational efficiency and stability.
  • Acts as an acknowledged resource for less experienced staff and to assist colleagues on other teams.


Essential Business Experience and Technical Skills:


  • Bachelor’s Degree in Computer Science, Information Systems, Business Administration, Engineering or other related field, or equivalent demonstrated work experience.
  • 7+ years Platform Support experience, or comparable business and technical experience, with significant System Development Life Cycle knowledge and experience, or comparable methodologies.
  • 2+ years of team lead/supervisory experience
  • Ability to quickly understand the Business context of the Platform as well as the overall technical architecture.
  • Able to work independently, as well as being responsible for providing technical and work guidance to a team of platform support analysts.
  • Experience with Microsoft Suite of Applications (Word, Excel, PowerPoint, and Visio or other workflow/routing design tools).
  • Excellent verbal and written communication skills with attention to detail, as well as professionalism and time/task management skills; ability to establish strong working relationships.
  • Ability to influence and lead a team to achieve a shared goal



  • Experience working in customer facing applications.
  • Experience with Service Now, AppD and Splunk
  • Knowledge of container and orchestration technologies like AKS (Azure Kubernetes Service).
  • Experience with working in an agile delivery model.
  • Knowledge of SAFe framework.
  • Experience with Agile management tools like Jira OR Azure DevOps (AzDO).
  • Knowledge of DevOps/Lean
  • Experience in managing teams (offshore and on shore)




Salary Grade






Business Category

Group Benefits


Number of Openings



Contact Information

Rubina Yawar


Hiring Manager

Jessica Battaglia


Employee Referral Award



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, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”      


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.


MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.



Nearest Major Market: Raleigh