Senior Incident & Problem Management Lead

MetLife; Cary (NC); Híbrido; USD 100.000 - 155.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) with company match

Paid time off

Descripción de la vacante

MetLife is seeking a Lead, Major Incident & Problem Management to drive enterprise incident and problem management across IT operations. Based in Cary, NC, you will coordinate high-severity incidents, oversee RCAs, and continuously improve governance, reporting, and resilience.

This role partners across infrastructure, applications, cybersecurity, and business teams to strengthen service stability. The position demands 8+ years in IT operations or service management, ITIL experience, and strong

Formación

• Bachelor’s degree or equivalent experience with significant incident/problem/IT service management experience.
• 8 years of IT operations or related technology roles.
• ITIL certification and experience implementing process improvements, governance controls, or automation to enhance service stability and response effectiveness.
• Experience using ServiceNow to drive workflow discipline, governance, and reporting.
• Demonstrated leadership coordinating cross-functional teams in high-pressure environments.
• Excellent communication and executive presence to translate operational issues into business impact.

Responsabilidades

• Coordinate enterprise major incident and problem management processes.
• Lead end-to-end response for high-severity incidents and service restoration.
• Develop and improve incident governance standards, communications, and recovery activities.
• Facilitate war rooms and incident command with clear ownership of actions.
• Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve resolution and resilience.
• Develop reporting, dashboards, and metrics for incident performance and trends.
• Maintain major incident playbooks, readiness reviews, and tabletop exercises to ensure preparedness.

Conocimientos

Leadership

Communication

Crisis management

Stakeholder coordination

Educación

Bachelor’s degree or equivalent experience

ITIL certification

Herramientas

ServiceNow

Power BI

Descripción del empleo

MetLife is seeking a Lead, Major Incident & Problem Management to drive enterprise incident and problem management across IT operations. Based in Cary, NC, you will coordinate high-severity incidents, oversee RCAs, and continuously improve governance, reporting, and resilience.

This role partners across infrastructure, applications, cybersecurity, and business teams to strengthen service stability. The position demands 8+ years in IT operations or service management, ITIL experience, and strong