Senior Incident & Problem Manager — Hybrid

MetLife; Cary (NC); Hybride; USD 100 000 - 135 000; Plein temps

Avantages offerts par ce poste

Health plan

Disability insurance

401(k) with employer matching

Life insurance

Parental leave

Résumé du poste

MetLife's Global Technology team seeks a Senior Specialist, Major Incident & Problem Management in Cary, NC to coordinate high-impact incidents and drive root cause analysis. You'll support rapid restoration, governance, and continuous improvement across critical tech services in a hybrid role requiring three in-office days weekly.

The position emphasizes collaboration with infrastructure, applications, cybersecurity, and business teams, leveraging ITIL practices and ServiceNow workflows.

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• 7+ years in IT operations, service management, or related tech roles.
• ITIL certification and experience applying incident/problem processes.
• Experience with ServiceNow for workflow execution and reporting.
• Proven ability to coordinate cross-functional teams in high-pressure scenarios.

Responsabilités

• Coordinate major incident and problem management activities Enterprise-wide.
• Lead end-to-end response for high-severity incidents and service restoration.
• Develop and improve incident/problem governance, reporting, and playbooks.
• Facilitate war rooms, track actions, and ensure clear communications.

Connaissances

ITIL processes

Cross-functional teamwork

Effective communication

Incident response coordination

Formation

Bachelor's degree or equivalent experience

Outils

ServiceNow

Power BI

Description du poste

MetLife's Global Technology team seeks a Senior Specialist, Major Incident & Problem Management in Cary, NC to coordinate high-impact incidents and drive root cause analysis. You'll support rapid restoration, governance, and continuous improvement across critical tech services in a hybrid role requiring three in-office days weekly.

The position emphasizes collaboration with infrastructure, applications, cybersecurity, and business teams, leveraging ITIL practices and ServiceNow workflows.