Sr. Specialist, Major Incident & Problem Mgmt

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

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The Opportunity

The Senior Specialist, Major Incident & Problem Management is responsible for coordinating MetLife’s major incident and problem management activities, supporting rapid service restoration, strong operational governance, and continuous improvement across critical technology services. Based in Cary, North Carolina, this role coordinates high-impact incidents, supports root cause analysis efforts, helps reduce repeat disruptions, and contributes to strengthening service resilience across the enterprise. Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy focused on stronger growth, attractive returns, and all-weather performance, this is an exciting opportunity to play an important role in protecting the stability of critical business services. The position offers the opportunity to support incident response practices, contribute to operational improvement initiatives, and partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve resiliency and customer outcomes.

Key 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.

Required 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.

Preferred Qualifications

• Experience leveraging AI-powered tools such as Microsoft Copilot, Claude, or similar technologies to improve operational effectiveness, automate routine tasks, enhance communications, accelerate root cause analysis, and support data-driven decision-making.
• Experience using Power BI dashboards and reporting solutions to monitor incident and problem management performance, identify SLA risks and breaches, analyze operational trends, and support continuous improvement.
• Experience working in a global, highly matrixed organization with the ability to coordinate across time zones, vendors, and multiple technology domains.
• Background in financial services, insurance, or other highly regulated industries with a strong appreciation for risk, resilience, and control requirements.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $100,000 - $135,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please click here.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.