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AVP, Regional Application Maintenance & Support (AMS) LATAM

Date Posted: Jul 12, 2019

Location: Querétaro, QUE, MX, 76120

Company: MetLife

Job Location: Queretaro, Mexico


Department:  Application Maintenance & Support (AMS) is responsible for managing and protecting the integrity of the global production systems and environments, for Regional Application Development and Corporate Systems applications. This includes assessing the quality of business solutions prior to integration into the production environment. 


The Role: Reporting to the Global Head for Application Maintenance & Support (AMS), the incumbent will play an influential role as a member of the regional senior IT leadership team in shaping IT strategy, making investment and priority trade-off decision and reducing unit cost.

  • Business Relationship Management: serves as main point of contact to line of business, product, plan or build partners for all AMS requests/issues until proper hand off to functional/service leads. Continuous review of production performance with business to identify areas for continuous improvement and efficiencies. And works to identify and implement initiatives to reduce/control expenses.
  • Application Restoration Management: focuses on high-priority outage analysis, triage and restoration-of-service for on-line and batch, covering distributed and mainframe environments for our supported applications.
  • Strategic Application Services: provide reliable and accurate data and reporting services in support of the Application Management & Services and RAD goals.
  • Application improvement: focuses on automate, remediate & proactively monitor the portfolio by Optimizing Batch Processing, Reducing Service Request Effort, Enhance Tools for Monitoring and Optimize Applications to drive iSLA reduction.
  • Application Root Cause & Code Remediation: co-ordinates with different teams  to identify /fix the root cause of the problem and ensures  adherence to the process  during the entire life cycle, prevents the recurrence of incidents through the completion of root cause analysis and the implementation of long-term or permanent solutions to remove errors.
  • Application Technology Support: responsible for the overall coordination of infrastructure events within Production Systems & Environments for all supported applications
  • Production Assurance: dedicated team for tracking the progress of production changes, from inception to delivery. Single point of contact to serve as a communications hub and monitoring group for any new or changing applications, projects, platforms, etc. that will impact the production environment.


Key Responsibilities:

The role is responsible for the good working order of all business applications in production as well as partnering with the global AMS functional leads to leverage standard processes and enable operational efficiencies as the following functions are implemented regionally including but not limited to:

  • Lead the centralized production management function for region, instrumental in ensuring the daily availability of all business systems.
  • Overall senior IT leader responsible for the Application Restoration across entire regional portfolio of business application systems.  In this role the incumbent has daily responsibility to ensure all business systems meet their daily SLAs and availability requirements as well as managing all issues to closure.
  • Overall senior IT leader responsible for active communication with Sr. Business leaders across all business areas during problem/issue resolution.    
  • Primary responsible for integration point between Application Development and the infrastructure team.  In this role, responsible for hundreds of upgrade and disaster recovery projects per year.
  • Oversees release deployments within different environments
  • Oversee the execution of break-fixes in different environments
  • Continuously improve the production management process; identify and implement opportunities for consolidation and implementation
  • Key participant in enterprise and IT planning. Collaborates with enterprise and IT Sr. management to ensure alignment to goals
  • Ability to travel up to 20%


Key Relationships:

  • Reports to: Global Head for Application Maintenance & Support (AMS)
  • Direct reports/team: 3-4 direct reports/100+ indirect


Candidate Qualifications:

Essential Business Experience and Technical Skills:

  • Bachelor's Degree in Information Technology, Engineering, Computer Science or a related field or an equivalent combination of education and work experience. 15 or more years of experience in software application/product development/production management roles
  • 5 or more year’s applicable experience in managing production management teams in complex regional environment, large scale, environments including management of sourced services.
  • 5 or more year’s applicable experience in establishing and managing vendor relationships.
  • Expert understanding of the SDLC (Software Development Life Cycle) process.
  • Hands on technical expertise in the development and/or architecture of systems utilizing current technologies.
  • Proven project management experience in the implementation of complex business applications including the integration of disparate applications.
  • Excellent communication, collaboration, and teaming skills; skills and experience in executive level communication and presentations.
  • Outstanding decision making and problem solving skills.
  • Bilingual fluency in Spanish and English; Portuguese a plus.


Leadership Competencies:

  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.



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 more than $587.7 billion in combined managed assets as of September 31, 2018. We are ranked #43 on the Fortune 500 list for 2018. In 2018, we were named to the Dow Jones Sustainability Index (DJSI) for the third year in a row. DJSI is a global index to track the leading sustainability-driven companies.


Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns. Visit us at to learn more about our brand, history, and values.