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Production Management Senior Analyst

Date Posted: Jan 4, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States : North Carolina : Cary  


Role Value Proposition: 

The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, and project managers with the freedom to create innovative solutions to address core business challenges within MetLife. With a technology hub in the Research Triangle area (Cary, North Carolina) devoted to delivering customer-centric world-class service, we’re excited to find highly skilled talent to join the MetLife GTO family.


The Application Maintenance & Support (AMS) Application Root Cause and Code Remediation (ARCCR) team aligns under the Service Operations function. Its primary focus is to improve system stability and quality by eliminating chronic and repeat incidents; minimizing their impacts on production systems through effective root cause investigation. The Production Management Senior Analyst is responsible for day-to-day production management activities including the investigation and resolution of problems, prioritization and assignment of problem tickets, gathering and analyzing performance metrics, development of processes utilized by the team, building relationships and collaborating effectively with business and technology partners.


Key Responsibilities: 

ARCCR Senior Analyst activities include:

  • Prioritization of problem tickets for root cause investigation/remediation and ensuring problem tickets are managed/updated in a timely manner
  • Managing communication of problems tickets across multiple organizations and levels
  • Measuring Key Performance Indicators and performing/approving/validating Root Cause Analysis (RCA)
  • Performing/coordinating break-fix coding and/or scripting
  • Monitor the efficiency and effectiveness of the Application Root Cause and Remediation process and make recommendations for improvement


Essential Business Experience and Technical Skills:



  • Bachelor’s degree in Computer Science, Information Systems, or related field
  • 3-5+ years of related IT experience
  • 3-5+ years programming in Java, SQL, Cobol and DB2
  • Strong verbal and written communication skills
  • Proven analytical and problem solving skills
  • Ability to lead and influence others



  • Experience in production support, application development, infrastructure or operations

  • ITIL Foundations and/or Project Management Certification (PMP or similar)
  • Experience working with both Agile and waterfall SDLC
  • Experience working with offshore team and relationship management experience with IT partners
  • Experience with Service Now and previous use of monitoring tools
  • Experience in the Insurance industry or Financial Services a plus
  • Bilingual (Spanish/English)



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 #: 105163 

Nearest Major Market: Raleigh