Sr. Analyst II - Production Management

Description and Requirements
Production Management Senior Analyst-GG10
Role value proposition-
US Technology Command Center and Resiliency group provides Production Support and Resiliency Services that support various US Businesses. Resources from North Carolina, Pennsylvania and India locations ensures the applications are available and functionally reliable. As a Production Management Senior Analyst, you will play a crucial role in participating in the area of Incident Management, including the management and resolution of incidents, problems and early detection monitoring. Build strong relationships and communicate with production support, business and external teams to prioritize strategic solutions.
At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of Agile practitioners comprised of engineers, developers, and managers with the freedom to create innovative solutions to address core business challenges within MetLife. This role will support a dynamic team of talented IT professionals responsible for supporting MetLife applications of the US Technology Lines of Businesses. US Technology Command Center and Resiliency group is a fast-paced, global, multi-cultural environment where time/task management, professionalism, self-study using research and discovery, as well as the ability to work independently and handle multiple tasks for varying technologies are critical skills.
How You'll Help Us Build a Confident Future (Key Responsibilities)
• Participates in day-to-day incident management activities as needed for the resolution of incidents, problem management and monitoring of early detection alerts.
• Ensure incidents are resolved in a timely manner and communications are well written and sent to external and internal partners.
• Leverage metrics and monitoring tools to identify trends and prevent production incidents.
• Interact with vendor resources in performing day-to-day incident management activities.
• Document internal processes and procedures.
• Utilize problem solving skills to assist in providing direction with troubleshooting and diagnosing application issues.
• Perform related duties as assigned or requested.
• Ability to use monitoring tools to evaluate customer experience.
What You Need to Succeed (Required Qualifications)
• Bachelor's degree in computer science, Information Systems, Business Administration, Finance, Engineering or other related field, or equivalent demonstrated work experience and/or certifications.
• 3 to 5 years of related IT experience
• Strong knowledge of 24x7 Production Support practices.
• Experience with Incident management and production support functions, with proven ability to lead incident triage calls.
• Ability to analyze data from multiple sources, draw conclusions and provide recommendations.
• Good understanding of Service Level Agreements (SLAs) and customer-facing metrics
• Good relationship management and facilitation skills with the ability to manage multiple priorities effectively.
• Basic knowledge of the business and applications supported as well as the overall infrastructure.
• Ability to collaborate in a matrixed environment to achieve a shared goal.
• Patterns/Theme analysis, Root Cause Investigation, Incident Correlation
• Application Availability Monitoring using Splunk, AppDynamics, Elastic, Medallia
What Can Give You an Edge (Additional Skills)
• Working experience in ServiceNow ticket management tool and dashboards.
• Working experience in an Agile environment.
• Possesses the ability to collaborate and motivate teams, both offshore and onshore members.
• Good verbal and written communication skills with focused attention to details, as well as, demonstrated professionalism and with the ability to present technical details to both technical and non-technical audiences.
• Analytical thinking and decisiveness, multi-tasking, organizational prioritization, problem solving, and attention to detail skills will drive success in this role.
• Working experience to tools like AppDynamics, Azure DevOps, Splunk, Elastic, Power BI Dashboards.
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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