Specialist - IT Operations

Position Summary

Will contribute efforts to provide a platform for resources from the Digital Automation Process Configuration team to deliver self-service process automations on an IT supported, secure and resilient infrastructure.

He should possess knowledge of the MetLife IT landscape, processes and protocols.  The candidate will be responsible for supporting the Infrastructure and the related IT CoE shared services per the requirements of Process Configuration as well as Production Management team. This role will work with internal customers and IT EI&A partners of the IT Platform and Infrastructure related services to ensure new requests for services are fulfilled in a timely manner and high quality output. This position will work closely with IT CoE team, the IT Platform Services Service Delivery Leads, IT Solutions Engineers, and IT L3 support to address customer requirements.

The role serves customers globally.

Job Responsibilities

• Analyze the impact that Application Changes will make to on-going Robotics process
• Analyze the Application Updates that can amend the functionality of the Bot while performing the BAU operations
• Co-ordinate with the Application Development teams to discuss the future changes that they are planning to implement to their respective Applications
• Meet with the Application Owners/Developers and RPA technical team to Analyze the impact that the Updates/Changes will make on Bot’s functionality, so that Technical team can act accordingly
• Analyze/Study the Release roster to stay ahead of the schedule and avoid any operational interruptions
• Study the implementation plans on changes to better understand the impact and act accordingly
• Raise alarms for the RPA so that they can act before any operational interruptions are caused
• Research the Application’s background on EAI portal and Service Now CMDB to identify the Right Point of Contact 
• Prepare reports for RPA team for enabling them to have higher level views of Release schedule for Applications

Knowledge, Skills and Abilities

Education

       Bachelor’s degree in IT or equivalent experience

Experience

• At least 3 to 4 years+ of working experience on an IT Service Management profile, preferably Change and Release Management
• Good Knowledge on Ticketing tools like ServiceNow and Blue Prism
• Experience in application maintenance, coordination in Infrastructure change requests
• Project coordinator preferred

Knowledge and skills (general and technical)

• In depth Knowledge on Service Now and Infrastructural changes
• Technical problem-solving skills and Excellent Verbal and Written communication skills.
• Hands on experience with troubleshooting on Blue Prism (Preferred)
• Solid understanding of infrastructure and operational processes
• Ability to interact with multiple businesses and the respective Operations teams.
• Customer Service Orientation and ability to effectively juggle multiple tasks with shifting priorities
• Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
• Ability to work with a structured and methodical approach, combined with an enquiring mind.
• Technical problem-solving skills and Excellent Verbal and Written communication skills.
• Self-driven, motivated and enthusiastic problem–solver with an ability to handle multiple tasks in parallel.

Other Requirements (licenses, certifications, specialized training – if required)

• Experience with IT Infrastructural changes with ability to work in flexible shifts, provide on-call support (on rotational basis with other support specialists) and during  evenings and week-ends on ad hoc/as-needed basis to ensure 24*7 coverage across all IT customers across US, EMEA,  LATAM, Asia/Pacific.
• Important to ensure a couple of hours of overlap with US team during US Eastern Standard Time zone.