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Production Support Senior Lead

Date Posted: Oct 22, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States 


Role Value Proposition: 

MetLife’s Application Maintenance & Support team is looking for an experienced individual to join its Application Request fulfillment team. As the senior lead for an application portfolio, you would be responsible for various activities that are required to support our production environments. Candidate will be accountable for the quality of request work, expected to drive superior business value, enforce and enhance current policy & procedures, and continue to enhance the customer experience. This is a dynamic role working in the retirement and structured settlements space with the opportunity to collaborate globally and participate in numerous small and large-scale applications.


Key Responsibilities:

  • Manage relationships with business and IT partners to prioritize and resolve issues arising in Request Fulfillment queues dealing with production issues. Activities include: single-user/group break/fix, service requests, scheduled maintenance, regulatory and compliance activities, yearend activities, vendor management, and data corrections.
  • Major Issue Communications and Leadership- Communicates status of high-impact ARF incidents to business partners, management teams, and internal stakeholders.
  • As Turnover Lead, would manage and coordinate the onboarding of new applications or application enhancements from development to maintenance teams.
  • Collaborate with internal and external stakeholders, offshore service providers and vendors to drive synergies and deliver solutions and ensure adherence to architectural guidelines and IT risk policies.
  • Oversight of technical delivery and partner teams to ensure quality and resolution while monitoring patterns of incoming requests and drives remediation activities to reduce volumes.


Essential Business Experience and Technical Skills:


  • Bachelors’ degree required with major in related Technical field preferred
  • 5+ years IT experience, including 2+ years in application development or production support
  • Demonstrated relationship management experience with communication to various levels of leadership.
  • Must demonstrate excellent communication skills – written, verbal and presentation
  • Experience working with remote or offshore teams



  • PMI Certification, ITIL, Lean Six Sigma, DevOps, Agile
  • 1+ years project management experience
  • Background with Service Now, End user facing applications, or Call Center
  • MBA or other advanced degree


Business Category

Global Technology – Application Maintenance & Support


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.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 105025 

Nearest Major Market: Raleigh