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Production Management Senior Analyst

Date Posted: Aug 14, 2019

Location: Querétaro, QUE, MX, 76100

Company: MetLife

Job Summary

The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, and project managers with the freedom to create innovative solutions to address core business challenges within MetLife. With a technology hub in the Research Triangle area (Cary, North Carolina) devoted to delivering customer-centric world-class service, we’re excited to find highly skilled talent to join the MetLife GTO family.


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 Production Management Sr Analyst is a hands-on software development / lead role 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 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.


Job Title: Production Management Sr Analyst

Key Responsibilities:

• Assist in aligning priorities with product owners and technology teams on a daily basis

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

• Leverage metrics to track progress against deliverables and influence prioritization

• Partner broadly internally and externally to ensure incident resolution

• Proactively learn products and code base to perform Root Cause Analysis (RCA), data updates, break-fix coding and/or scripting

• Perform code reviews

• Perform single user issues and service requests, scheduled maintenance, regulatory and compliance activity, data corrections

• Maintain coding and security standards

• Promote continuous improvement to maximize productivity

• Participate in team brainstorming to address challenges and develop solutions


Essential Business Experience and Technical Skills:

Required experience:

• Degree in Business Administration, Computer Science, Information Systems or equivalent experience

• Excellent verbal & written communication skills.

• 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 in production support, application development, or technology operations

• 3+ years of working experience in production support, application development, infrastructure or technology operations



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

• Understanding and experience in ITIL framework

• Understanding of DevOps principles

• Ability to lead and influence others

• Experience working with offshore delivery partners and third-party vendors

• Previous use of monitoring tools, such as AppDynamics

• Service Now and Jira Experience

• Bilingual (Spanish/English/Portuguese, is a plus)