EMEA Tech - Production Management Senior Analyst

Description and Requirements
The MetLife EMEA Technology organization is evolving to enable MetLife's New Frontier strategy. With a strong vision in place, we are a function focused on driving digital technology strategies for key technology functions within MetLife including. In partnership with our business leaders, we develop and deliver seamless technology experiences to our employees across the entire employee lifecycle. Our vision and mission is to create innovative, transformative and contemporary technology solutions to empower our leaders and employees so they can focus on what matters most, our customers. We are technologists with strong business acumen focused on developing our talent to continually transform and innovate.
As part of Tech Talent Transformation (T3) agenda, MetLife is establishing a Technology Center in India. This technology center will perform as an integrated organization between onshore, offshore, and strategic vendor partners in an Agile delivery model.
We are seeking a highly skilled Production Management Senior Analyst, a senior position with hands-on in .Net Technology. This function is responsible for:
• Implementing and governing Operational Support processes and production application KPIs and SLAs
• Identifying and implementing solutions to optimize operating efficiency of production systems and processes
• Managing and executing scheduled events in the production environment such as disaster recovery testing, platform upgrades and Audit/compliance/regulatory requests
Key Relationships:
Internal Stake Holder - EMEA ART Leader, ART Leadership team, India EMEA Technology AVP, and Business process Owners for EMEA Technology.
Key Responsibilities:

• Assists with implementation of operational support & analysis processes & procedures. Documents internal processes and procedures. Assists with reviews of processes and procedures, identifying gaps and needed tasks. Responsible for delivery of operational metrics and SLA reporting. Leads incident management calls for restoration of service, with assistance from senior team members.
• Manages prioritization of problems, incidents and service requests, leveraging their business understanding; Applying knowledge of multiple areas (technical, business, applications, etc.) in support of production management activities. Demonstrates customer focus, seeking opportunities to exceed customer expectations for excellent service through development of strong business partnerships. Responsible for deliverables in support of Audit/Compliance/regulatory and IT Risk and Security activities.
• Communicates status of incidents, problems and escalations to internal and external partners
• Gathers and analyses metrics around performance, system stability and costs, modelling potential solutions
• Follows global change management process as needed for restoration of service and problem management.
• Interacts with product teams and leads to identify and implement solutions for optimizing operating efficiency of production systems and processes
• Manage work queues for appropriate action. Acts as an acknowledged SME resource for less experienced staff and to assist colleagues on other teams

Education:

• Bachelor of Computer Science or equivalent.

Technical Stack:

• Main Skill: .Net

• Certifications
  • ITIL Foundation
  • SAFe Scrum Marster
  • SAFe for Teams

• Competencies: Basic Understanding
  • Collaboration
  • Communication/Presentation
  • Product/Business/Industry Knowledge
  • IT Standards, Procedures, Policies
  • IT Project Management
  • Agile Practices
  • DevSecOps, CI/CD
  • IT Service Level Agreements
  • IT Availability Management
  • IT Incident Management
  • Problem Management
  • Release Management
  • Contingency & Disaster Recovery

Soft Skills:

• Excellent problem-solving, communication, and stakeholder management skills.
• Ability to balance technical innovation with business value delivery.
• Business acumen: A level-headed, clear communicator to gain detailed level of understanding of organizational business requirements and business dynamics.
• Self-Motivated and able to work independently.
• Attention to detail
• Collaborative
• Team Player
• Decisive
• Supportive
• Passionate
• Professional
• Accountable

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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