Senior Incident & Problem Management Leader — Hybrid

MetLife; Clarks Summit (Lackawanna County); Hybrid; USD 100,000 - 135,000; Full time

Job summary

MetLife in Cary, NC (hybrid) is seeking a Senior Specialist, Major Incident & Problem Management to coordinate enterprise incident response, drive governance, and improve service resilience across technology services. You will lead war rooms, coordinate cross-functional teams, perform root cause analysis, and publish actionable reports while aligning with ITIL practices and ServiceNow workflows.

This role offers salary range $100,000–$135,000 with potential annual incentive and benefits across

Qualifications

• Bachelor’s degree or equivalent experience in IT operations or service management.
• 7+ years of IT operations, service management, or related roles.
• ITIL certification and practical ITIL incident/problem management experience.
• Experience with ServiceNow for workflow, governance, and reporting.
• Proven cross-functional coordination and high-pressure incident handling.
• Strong communication and collaboration with technical and business stakeholders.

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 service restoration activities.
• Contribute to the 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, timely stakeholder communications, and disciplined execution through restoration and recovery.
• Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve issue resolution, reduce repeat incidents, and strengthen operational resilience.
• Ensure incident classification, prioritization, documentation, and workflow execution align with enterprise standards, SLAs, and regulatory requirements.
• Facilitate root cause analysis and post-incident reviews, and coordinate corrective action tracking to address recurring and systemic issues and improve service stability, monitoring, automation, and recovery readiness.
• Support the development and analysis of reporting, dashboards, and metrics to provide visibility into incident and problem management performance, recurring issue trends, SLA performance, and opportunities for operational improvement.
• Contribute to maintaining major incident playbooks, readiness activities, and tabletop exercises to help ensure teams are prepared to respond effectively in mission-critical environments.

Education

Bachelor’s degree or equivalent experience

Tools

ServiceNow

Job description

MetLife in Cary, NC (hybrid) is seeking a Senior Specialist, Major Incident & Problem Management to coordinate enterprise incident response, drive governance, and improve service resilience across technology services. You will lead war rooms, coordinate cross-functional teams, perform root cause analysis, and publish actionable reports while aligning with ITIL practices and ServiceNow workflows.

This role offers salary range $100,000–$135,000 with potential annual incentive and benefits across