Senior Incident & Problem Command Lead

MetLife; Cary (NC); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

401(k) with employer matching

Life insurance

Disability insurance

Tuition assistance

Paid time off

Job summary

MetLife's Global Technology team in Cary, NC seeks a Senior Specialist, Major Incident & Problem Management. You will coordinate high‑impact incidents, drive root cause analysis, governance, and continuous improvement to strengthen service resilience across the enterprise.

This hybrid role requires 3 days in office weekly and partners across infrastructure, applications, cybersecurity, and vendors, leveraging ITIL practices and ServiceNow to deliver reliable, compliant technology services for

Qualifications

• Bachelor’s degree or equivalent experience in IT/related field.
• 7+ years of experience in IT operations, service management, major incident management, problem management, or related tech operations roles.
• ITIL certification with experience applying incident and problem management processes in an enterprise environment.
• Strong knowledge of ITIL-based incident and problem management practices with ServiceNow for workflow, governance and reporting.
• Demonstrated experience working across cross-functional technology teams and coordinating stakeholder activities.
• Strong communication and collaboration skills with ability to translate tech issues into business impact.

Responsibilities

• Support and coordinate enterprise major incident and problem management activities, promoting accountability, urgency, and continuous improvement across technology teams.
• Coordinate end-to-end response activities for high-severity incidents, including triage, mobilization of technical teams, escalation management, and restoration activities.
• Contribute to development and continuous improvement of incident and problem management processes, governance standards, communications, and recovery activities.
• Facilitate war rooms and incident command activities, ensuring clear ownership of actions and timely stakeholder communications.
• Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve resolution and resilience.
• Ensure incident classification, prioritization, documentation, and workflow execution align with enterprise standards and SLAs.
• Facilitate root cause analysis and post-incident reviews, coordinating corrective action tracking to address recurring issues and improve recovery readiness.
• Support development and analysis of reporting, dashboards, and metrics for visibility into performance and trends.
• Contribute to maintaining major incident playbooks, readiness activities, and tabletop exercises.

Skills

IT operations

Incident management

Cross-functional collaboration

Communication skills

Stakeholder management

Education

Bachelor’s degree

Tools

ServiceNow

Job description

MetLife's Global Technology team in Cary, NC seeks a Senior Specialist, Major Incident & Problem Management. You will coordinate high‑impact incidents, drive root cause analysis, governance, and continuous improvement to strengthen service resilience across the enterprise.

This hybrid role requires 3 days in office weekly and partners across infrastructure, applications, cybersecurity, and vendors, leveraging ITIL practices and ServiceNow to deliver reliable, compliant technology services for