Position Summary
Job Description: MetLife Project Office (MLPO) processes all Windows and Linux capacity change requests to collect requirements and prepare them for implementation by Server Change Ops, Server Linux Ops and Server Win Ops for all US based locations; Group receives the requests via Service Now
- MLPO is the liaison to Server Project ops for customers and Distributed Storage Engineering (DSE), to ensure successful implementation
- Customer requests are received as Service Now task; part of a Service Now change ticket, DSE determines/recommends engineering solution "what and how" of the work should be done and MLPO submits requirements to Implementation teams/Technicians as a "IT Infrastructure Project"
- MLPO puts significant effort into collecting, validating and improving the accuracy and completeness of the requirements
- Server IT Infrastructure project to be validated by the requestor and lead technician, and coordinate the resolution of any issues identified by the requester or Technician, until project specifications are approved. Continue the role of resolving issues between Technician, Server Win-Ops, Server Linux Ops, Distributed & Web-Ops, DSE, SQL and requester encountered as Server Ops schedules, implements, and completes the work.
Job Responsibilities
- Manage teams and ensure quality and productivity targets are met
- Working Manager role requiring to perform daily production tasks of high priority along with the team members to meet daily deliverables
- Perform value added analyses to generate management information, and help improve processes
- Review/generate reports to monitor performance
- Develop efficient and effective reporting processes
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
- Provide coaching and feedback to team members to enable them to improve their performance
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Handle customer, employee and internal partner escalations
- Become an expert on all work-types to ensure standards are met and staff/customer inquiries can be addressed
- Provide inputs on process and system to the team members
- Identify and implement process improvements to ensure more efficient and effective operations
- Client Interaction, where required at the level of supervisors
- Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy
- Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
- Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
- Effectively manage research/resolution/follow-ups for closure of open items
Knowledge, Skills and Abilities
Education
- IT Graduate
Experience
- Minimum 6 to 7 year of experience in a related field
Knowledge and skills (general and technical)
• Exposure to Service Now tool
• Exposure to change management practices as IT industry
• Proven understanding of IT service delivery
• Prior experience in managing Remedy/Service Now helpdesk / change
management work is preferable
• Escalates critical issues and potential impact to the Manager
• Good communication skills at all levels, team player and good people
person
• Working in teams - Passionate, Energize
• Strong influencing and Interpersonal skills
• High willingness to learn
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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.
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!
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What We Do
Named among the World’s Most Admired Companies™ by Fortune and recognized in the Fortune 100 Best Companies to Work For® list in 2025, MetLife is leading the global transformation of an industry we’ve defined for more than 155 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
