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Manager - Production Management

Date Posted: Aug 12, 2019

Location: Querétaro, QUE, MX, 76100

Company: MetLife

Role Value 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 Manager Production is a hands-on leader responsible for managing the day-to-day activities including incident investigation and resolution, service request fulfillment, analysis and remediation of application problems and providing technical expertise and problem-solving skills to enable the team to deliver. 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:

• Manages a team of analysts and leads responsible for the delivery of maintenance and support services

• Motivates the team and builds partnerships across the broader organization, setting the tone for a culture of quality and DevOps. Encourages a culture where associates are motivated to identify and enable change to enhance the effectiveness of delivery

• Provides leadership in managing services such as the investigation and resolution of incidents, problems, service requests and other maintenance activities

• Build strong relationships with stakeholders, including business executives and country CIOS, by managing transparent and trusted communication of issues.  Understand stakeholders’ needs and sets expectations for deliverables.

• Manage transparent and trusted communication of issues with stakeholders.  Understand stakeholders’ needs and sets expectations for deliverables.

• Coach team on operational values, practices and processes. Assure compliance with departmental policies and procedures.

• Monitor team performance and effectiveness and protect the team from uncontrolled injection of work

• 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.

• Leverage extensive technical and/or business knowledge in support of production management activities.

• Assist in developing vendor statements of work, deliverables and Service Level Agreements.

• Active management of individual consulting 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.

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 skills.

• Strong presentation skills

• Ability to lead and influence others

• Ability to build and maintain strong relationship with stakeholders

• Self-motivated and takes initiative

• Must be 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

• 6+ years of working experience

• Bilingual (Spanish/English)



• PMP, PMI-ACP, ASE, CSM or SSM certified

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

• Understanding and experience in ITIL framework

• Understanding of DevOps principles

• Experience working with offshore team and vendor delivery partners

• Previous use of monitoring tools, such as AppDynamics

• Service Now and Jira Experience

• Portugese, is a plus