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Sr. Systems Analyst (Production Support Lead)

Date Posted: Aug 11, 2018

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 and Support Application Root Cause and Remediation team aligns under the Service Operations function. Its 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 Senor Analyst is responsible for prioritization of Problem tickets, assignment to appropriate areas, communication to stakeholders,  development of processes utilized by the team and building of relationships with multiple areas within MetLife.



Key Responsibilities:

  • Prioritization of problem tickets for root cause investigation/remediation

  • Ensuring that problem tickets are managed/updated in a timely manner

  • Managing communication of problems tickets across multiple organizations and levels

  • Developing and managing custom metric reports to meet the business area needs

  • Measuring Key Performance Indicators (KPIs)

  • Approving/validating the results of the Root Cause Analysis (RCA)

  • Reviewing code remediation recommendations 

  • Oversight of documentation of internal processes and procedures



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 J2EE, Java, JSP, SOAP, Web Services, Java Script, HTML, XML, mainframe/Cobol and DB2

  • 3-5+ years with SQL on relational DB’s such as Oracle and IBM UDB

  • Strong verbal and communication skills and analytic and trouble shooting skills



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

  • 2+ years of experience managing offshore software development with third party vendor

  • Relationship management experience with IT partners

  • Experience with Service Now

  • Experience in the Insurance industry or Financial Services a plus

  • Previous experience trouble shooting issues and using monitoring tools

  • 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 #: 99258 

Nearest Major Market: Raleigh