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Senior Incident Management Lead

Date Posted: Feb 24, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location:     Cary, NC

 

Role Value Proposition: 

The role is responsible for leading Major IT cross-discipline or recurring Critical Incidents (P1/P2) from initiation until an acceptable work-around is in place or resolved. Coordinate appropriate resources to resolve such critical incidents in accordance with service level agreements and operational level agreements. Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures. Typically has 5 plus years of IT experience. Leads others to solve complex problems; takes a broad perspective to identify innovative solutions. No direct people management responsibilities.  

 

Key Responsibilities: 

  • Leads day-to-day production management activities including the investigation and resolution of incidents, problems, and  working assigned queues 
  • Leads prioritization of problems, incidents, and service requests, leveraging their business understanding and technical comprehension of the issue
  • 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
  • Manages work queues for appropriate action
  • 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
  • Acts as first escalation for incidents or service requests

 

Essential Business Experience and Technical Skills:

Required:

•     Degree in Computer Science, Information Systems or related field

  • 5 plus years of Information Technology working experience
  • Broad knowledge of the business and applications supported as well as the overall infrastructure
  • Experience in a corporate environment leading and maturing Incident Management process in the role of Incident Management, Service Management or Production Support
  • 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:

  • Able to lead complex technical discussions with developers and engineers, building consensus and creating action plans
  • Ideally experienced in operating in a high change global enterprise environment
  • Excellent Influencing Skills
  • Experience leading and training junior staff
  • ITIL V3 Foundations or Higher

 

Business Category

Global Infrastructure Technology Operations

 

Number of Openings

2

 

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 #: 93406 


Nearest Major Market: Raleigh