Senior Major Incident & Problem Management Lead

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

Benefits offered by this job

Health plan

Life insurance

401(k) with employer matching

Paid time off

Paid holidays

Tuition assistance

Job summary

MetLife’s Global Technology team seeks a Senior Specialist in Major Incident & Problem Management based in Cary, NC. You will coordinate high-impact incidents, drive root cause analysis, and partner with infrastructure, applications, cybersecurity, and business teams to strengthen resilience and service stability.

You will lead incident response, governance, and post-incident reviews while contributing to metrics, dashboards, and playbooks that guide operational improvements.

Qualifications

• Bachelor’s degree or equivalent experience, with experience supporting and coordinating major incident, problem, or IT service management activities in a complex enterprise environment.
• 7+ years of experience in IT operations, service management, major incident management, problem management, service restoration, or related technology operations roles.
• ITIL certification with experience applying incident and problem management processes within an enterprise technology environment.
• Strong knowledge of ITIL-based incident and problem management practices, with experience using service management platforms such as ServiceNow to support workflow execution, documentation, governance, and reporting.
• Demonstrated experience working across cross-functional technology teams, coordinating stakeholder activities, and supporting service restoration in high-pressure operational environments.
• Strong communication and collaboration skills, with the ability to effectively engage technical and business stakeholders and translate technology issues into clear 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 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.

Skills

Incident management

Communication skills

Cross-functional coordination

Root cause analysis

Governance reporting

Education

Bachelor's degree

ITIL certification

Tools

ServiceNow

Power BI

Microsoft Copilot

Claude

Job description

MetLife’s Global Technology team seeks a Senior Specialist in Major Incident & Problem Management based in Cary, NC. You will coordinate high-impact incidents, drive root cause analysis, and partner with infrastructure, applications, cybersecurity, and business teams to strengthen resilience and service stability.

You will lead incident response, governance, and post-incident reviews while contributing to metrics, dashboards, and playbooks that guide operational improvements.