Share this Job

Production Support Analyst - Restoration Management

Apply now »

Date Posted: Jul 28, 2022

Location(s): Clarks Summit, PA, US, 18411

Company: MetLife

Location: Clarks Summit, PA or Cary, NC.


Role Value Proposition:

The Production Management Senior Analyst responsibilities will include activities associated with the support of applications in the production environment, specifically in the area of Application Restoration Management. The candidate will be accountable for the quality of Application Restoration Management activities and customer experience for a wide range of applications.  


Key Responsibilities:

  • Activities include: Restoration of Service for application outages, slowness and diminished functionality. Participation in incident calls to troubleshoot issues to provide incident resolution.
  • Work with IT and business partners to communicate the status and track incidents arising from outages or batch abends. Communicate status of high-impact incidents to internal stakeholders and handles front-line escalations to resolve conflicts.
  • Use problem-solving skills to effectively troubleshoot/diagnose application issues; with a mind for restoration of service now and prevention in the future. Monitor for incident patterns and track remediation activities to reduce future occurrences.
  • Leverage metrics and monitoring tools to identify trends and prevent production incidents.
  • Manages relationships with IT partners and delivery partners during restoration activities.
  • Participate in a team rotation to provide off-hours/on-call support.


Essential Business Experience and Technology Skills:



  • Bachelor’s degree in Computer Science, Information Systems, or related field
  • 2+ years of related IT experience in production support, application development, infrastructure or technology operations
  • Self-motivated and takes initiative
  • Excellent verbal & written communication skills with strong influencing and negotiation skills & ability to build and maintain strong relationship with stakeholders; international cultural awareness
  • Strong analytic and troubleshooting skills
  • Ability to work in a fast-paced, multi-tasking, dynamic environment
  • Experience using ServiceNow or equivalent ticket management tools.
  • Proficient in use of Microsoft Office; Excel, PowerPoint, Word



  • Experience in production support, application development, infrastructure or technology operations
  • Previous use of monitoring tools, such as AppDynamics or Splunk
  • Understanding of the ITIL framework
  • Understanding of DevOps and SRE principles
  • Experience working with offshore teams and vendors
  • Service Now Experience
  • Finance/Insurance industry experience


Business Category

Global Tech and Operations





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, 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.



Requisition #: 126828


Nearest Major Market: Scranton
Nearest Secondary Market: Wilkes Barre