Senior Incident & Problem Management Lead

MetLife; Clarks Summit (Lackawanna County); Hybride; USD 100 000 - 155 000; Plein temps

Avantages offerts par ce poste

Health plan

Vision insurance

Dental insurance

Disability insurance

Life insurance

401(k) with employer matching

Paid time off

Paid holidays

Tuition assistance

Parental leave

Volunteer time off

Résumé du poste

MetLife’s Global Technology team seeks a Lead for Major Incident & Problem Management to coordinate high-impact incidents and drive continuous improvement. This hybrid role is based in Cary, North Carolina, with a salary range of $100,000–$155,000 and annual incentives potential.

You will partner across infrastructure, apps, cybersecurity, and service management to strengthen resilience and service delivery.

Qualifications

• Bachelor’s degree or equivalent experience in IT or a related field.
• 8+ years IT operations, service management, or incident management experience.
• ITIL certification and experience improving processes, governance, or automation.
• Familiarity with ServiceNow for workflow governance and reporting.
• Proven leadership in cross-functional, high-pressure environments.
• Excellent communication and collaboration with executive stakeholders.

Responsabilités

• Coordinate enterprise major incident and problem management processes across technology teams.
• Lead end-to-end response for high-severity incidents, including triage and escalation management.
• Support development and continuous improvement of incident management programs and governance standards.
• Facilitate war rooms and incident command activities with clear ownership and escalation.
• Partner across infrastructure, applications, cybersecurity, and business teams to improve resilience.
• Ensure incident classification, prioritization, documentation, and workflow alignment with standards.
• Drive root cause analysis, post-incident reviews, and corrective actions.
• Develop dashboards and reports to monitor incident performance and trends.
• Maintain major incident playbooks and tabletop exercises for readiness.

Connaissances

Strong communication

Executive presence

Cross-functional leadership

Incident management

Formation

Bachelor’s degree or equivalent

Outils

ServiceNow

Power BI

Description du poste

MetLife’s Global Technology team seeks a Lead for Major Incident & Problem Management to coordinate high-impact incidents and drive continuous improvement. This hybrid role is based in Cary, North Carolina, with a salary range of $100,000–$155,000 and annual incentives potential.

You will partner across infrastructure, apps, cybersecurity, and service management to strengthen resilience and service delivery.