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Director - Production Management

Date Posted: Jul 7, 2019

Location: Querétaro, MEX, MX, 0

Company: MetLife

Role Proposition:

The Application Maintenance and Support team focuses on maintaining system availability and improving system stability by eliminating chronic and repeat incidents and minimizing their impact on business productivity through effective issue resolution and continuous improvement. The Director – Production Management is a technical leader responsible for day-to-day activities including incident investigation and resolution, service request fulfillment, analysis and remediation of application problems. The successful candidate will build and maintain relationships with business and technology teams to understand the business priorities and ensure delivery of solutions to meet expectations, while guiding a team to its fullest potential using agile practices, such as Scrum and Kanban.

Key Responsibilities:

  • Direct multiple teams of analysts and leads responsible for the delivery of maintenance and support services
  • Motivate the team and build partnerships across the broader organization, setting the tone for a culture of quality and DevOps. Encourage an environment where associates are inspired to identify and enable change to enhance the effectiveness of delivery
  • Provide leadership in managing services such as the investigation and resolution of incidents, problems, service requests and other maintenance activities
  • Leverage extensive technical and/or business knowledge in leading escalated issues to resolution
  • Build strong relationships with stakeholders, including business executives and country CIOS, by delivering transparent and trusted communication of issues.  Understand stakeholders’ needs and sets expectations for deliverables.
  • Coach team on operational values, practices and processes. Assure compliance with departmental policies.
  • Monitor team performance and effectiveness.  Promote continuous improvement to maximize productivity.
  • Provide leadership and guidance to identify improvement efforts that increase application stability.
  • Collaborate with cross-functional teams on new initiatives and consult on operational support models for new features and business solutions
  • Analyze metrics and make recommendations around performance and cost.
  • Develop vendor statements of work, deliverables and Service Level Agreements.
  • Active management of engagements as it pertains to delivery of services, prioritization of work and resource requirements, as well as the development of performance improvement plans as needed.
  • Full people management responsibility, including hiring, firing, promotions, performance and compensation management, & training & development.
  • Ensure vendor performance and deliverables meet contract specifications.
  • May assist in strategic planning
  • Perform related duties as assigned or requested.

    Essential Business Experience and Technical Skills:

Required experience:

  • Degree in Business Administration, Computer Science, Information Systems or equivalent experience
  • Excellent verbal & written communication and presentation skills.
  • Ability to lead and influence others
  • Ability to build and maintain strong relationship with stakeholders
  • Self-motivated and takes initiative
  • Comfortable working in a fast-paced, multi-tasking, dynamic environment
  • Strong analytical thinking and end-to-end problem-solving skills
  • Excellent interpersonal skills and international cultural awareness
  • Finance/Insurance industry experience
  • Experience working in Agile frameworks like Scrum and Kanban
  • Experience working with offshore delivery partners and third-party vendors
  • 10+ years of working experience
  • 5+ years of management, supervisory, or team lead experience
  • Experience in production support, application development, infrastructure or technology operations
  • Bilingual (Spanish/English)



  • PMP, PMI-ACP, ASE, CSM or SSM certified
  • Understanding and experience in ITIL framework
  • Understanding of DevOps principles
  • Service Now and Jira Experience
  • Portuguese, is a plus