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 Consultant 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 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.
Job Title : Production Management Consultant
Key Responsibilities :
Work with product owners and technology teams to align priorities and collaborate on a daily basis to advocate on behalf of the business to set priorities for action within the team.
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 / approve / validate Root Cause Analysis (RCA), data updates, break-
fix coding and / or scripting
Perform code reviews
Perform / approve / validate 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
Advise team on operational values, practices and processes
Provide business and technical expertise through team brainstorming to address challenges and develop solutions
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
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 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
Experience working with offshore team and vendor delivery partners
Previous use of monitoring tools, such as AppDynamics
Service Now and Jira Experience
Bilingual (Spanish / English / Portuguese, is a plus)