The candidate will oversee operational support for production systems, manage incident calls, analyze performance metrics, and ensure regulatory compliance while enhancing customer service and developing strong partnerships.
Description and Requirements
Role Value Proposition :
MetLife is the leading provider of Group Benefits. The Group Disability technology organization is a diverse team of technologists, all working towards the common goal of ensuring the customer is at the center of everything we do. MetLife is seeking a Production Management Sr Analyst to join Group Disability Organization. This role will be responsible for Implementing and governing Operational Support processes and production application KPIs and SLAs, Identifying and implementing solutions to optimize the operating efficiency of production systems and processes, and managing and executing scheduled events in the production environment, such as disaster recovery testing, platform upgrades, and Audit/compliance/regulatory requests.
Key Responsibilities :
Assists with implementation of operational support & analysis processes & procedures. Documents internal processes and procedures. Assists with reviews of processes and procedures, identifying gaps and needed tasks. Responsible for delivery of operational metrics and SLA reporting. Leads incident management calls for restoration of service, with assistance from senior team members.
• Manages prioritization of problems, incidents and service requests, leveraging their business understanding; Applying knowledge of multiple areas (technical, business, applications, etc.) in support of production management activities. Demonstrates customer focus, seeking opportunities to exceed customer expectations for excellent service through development of strong business partnerships. Responsible for deliverables in support of Audit/Compliance/regulatory and IT Risk and Security activities.
• Gathers and analyzes metrics around performance, system stability and costs, modeling potential solutions
• Follows global change management process as needed for restoration of service and problem management.
• Interacts with product teams and leads to identify and implement solutions for optimizing operating efficiency of production systems and processes
• Manage work queues for appropriate action. Acts as an acknowledged SME resource for less experienced staff and to assist colleagues on another team
• Responsible for responding to time sensitive customer escalations.
• Communicates incidents, problems and escalations to internal and external partners. Assists in preparing communication for senior IT and business leadership
• Ensure adherence to established attendance schedules.
Education :
Experience :
Technical Skills :
• Strong verbal and written communication skills with ability to work within a team environment
• Proactive with ability to solve problems without detailed direction and drive open issues to completion
• 5-7 years' experience in Information technology as a Production Support Analyst
• Experience working in Agile and/or Dev Ops environment
• Excellent customer service and organization skills
• Certifications - SAFe for Teams or SAFe Scrum Master Certification (SSM)
Other Critical Requirements :
ITIL, SAFe Scrum Master, SAFe for team
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Role Value Proposition :
MetLife is the leading provider of Group Benefits. The Group Disability technology organization is a diverse team of technologists, all working towards the common goal of ensuring the customer is at the center of everything we do. MetLife is seeking a Production Management Sr Analyst to join Group Disability Organization. This role will be responsible for Implementing and governing Operational Support processes and production application KPIs and SLAs, Identifying and implementing solutions to optimize the operating efficiency of production systems and processes, and managing and executing scheduled events in the production environment, such as disaster recovery testing, platform upgrades, and Audit/compliance/regulatory requests.
Key Responsibilities :
Assists with implementation of operational support & analysis processes & procedures. Documents internal processes and procedures. Assists with reviews of processes and procedures, identifying gaps and needed tasks. Responsible for delivery of operational metrics and SLA reporting. Leads incident management calls for restoration of service, with assistance from senior team members.
• Manages prioritization of problems, incidents and service requests, leveraging their business understanding; Applying knowledge of multiple areas (technical, business, applications, etc.) in support of production management activities. Demonstrates customer focus, seeking opportunities to exceed customer expectations for excellent service through development of strong business partnerships. Responsible for deliverables in support of Audit/Compliance/regulatory and IT Risk and Security activities.
• Gathers and analyzes metrics around performance, system stability and costs, modeling potential solutions
• Follows global change management process as needed for restoration of service and problem management.
• Interacts with product teams and leads to identify and implement solutions for optimizing operating efficiency of production systems and processes
• Manage work queues for appropriate action. Acts as an acknowledged SME resource for less experienced staff and to assist colleagues on another team
• Responsible for responding to time sensitive customer escalations.
• Communicates incidents, problems and escalations to internal and external partners. Assists in preparing communication for senior IT and business leadership
• Ensure adherence to established attendance schedules.
Education :
- Bachelor's degree in computer science, Business, or a related discipline
Experience :
- 2 to 4
Technical Skills :
• Strong verbal and written communication skills with ability to work within a team environment
• Proactive with ability to solve problems without detailed direction and drive open issues to completion
• 5-7 years' experience in Information technology as a Production Support Analyst
• Experience working in Agile and/or Dev Ops environment
• Excellent customer service and organization skills
• Certifications - SAFe for Teams or SAFe Scrum Master Certification (SSM)
Other Critical Requirements :
ITIL, SAFe Scrum Master, SAFe for team
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
Agile
Dev Ops
Itil
Safe For Teams
Safe Scrum Master Certification
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