Lead, Major Incident & Problem Management
About The Position
The Lead, Major Incident & Problem Management coordinates and drives MetLife’s major incident and problem management processes, supporting rapid service restoration, operational governance, and continuous improvement across critical technology services. The role coordinates high-impact incidents, facilitates root cause analysis, reduces repeat disruptions, and strengthens service resilience across the enterprise. It partners with infrastructure, application, cybersecurity, service management, vendor, and business teams to improve resiliency and customer outcomes. The position shapes incident response practices and contributes to operational excellence initiatives. It leads end-to-end response activities for high-severity incidents, supports process and governance improvements, maintains readiness materials, and provides reporting on incident performance and recurring issues. The role is hybrid and requires at least three days per week in the office. The listed location is Cary, North Carolina; the posting also identifies Clarks Summit, Pennsylvania as an alternative location.
Requirements
- Bachelor’s degree or equivalent experience.
- At least 8 years of experience in IT operations, service management, major incident management, problem management, service restoration, or a related technology operations role.
- ITIL certification.
- Experience supporting and coordinating major incident, problem, or IT service management activities in a complex enterprise environment.
- Experience implementing process improvements, governance controls, or automation to enhance service stability and response effectiveness.
- Strong knowledge of ITIL-based incident and problem management practices.
- Experience using service management platforms such as ServiceNow to drive workflow discipline, governance, and reporting.
- Demonstrated leadership influencing cross-functional teams, coordinating stakeholder activities, and driving outcomes in high-pressure operational environments.
- Excellent communication, executive presence, and collaboration skills, including the ability to influence stakeholders, lead crisis communications, and translate operational issues into clear business impact.
Nice To Haves
- Experience using 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 developing and using Power BI dashboards and reporting solutions to monitor incident and problem management performance, identify SLA risks and breaches, track operational trends, support executive reporting, and drive continuous service improvement.
- Experience working in a global, highly matrixed organization and coordinating across time zones, vendors, and multiple technology domains.
- Background in financial services, insurance, or another highly regulated industry, with appreciation for risk, resilience, and control requirements.
Responsibilities
- Coordinate enterprise major incident and problem management processes, promoting accountability, urgency, and continuous improvement across technology teams.
- Lead and coordinate end-to-end response activities for high-severity incidents, including triage, technical team mobilization, escalation management, and service restoration.
- Support development and continuous improvement of incident management processes, governance standards, communications, and recovery activities.
- Facilitate war rooms and incident command activities, ensuring clear action ownership, executive communications, and disciplined execution through restoration and recovery.
- Partner with infrastructure, application, 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.
- Drive root cause analysis, post-incident reviews, and corrective action tracking to address systemic issues and improve service stability, monitoring, automation, and recovery readiness.
- Develop reporting, dashboards, and metrics to provide visibility into incident performance, recurring issue trends, and opportunities for operational improvement.
- Maintain major incident playbooks, readiness reviews, and tabletop exercises to prepare teams for mission-critical incidents.
Benefits
- Medical and prescription drug coverage
- Vision insurance
- Dental insurance
- No-cost short- and long-term disability
- Company-paid life insurance
- Legal services
- Retirement pension funded entirely by MetLife
- 401(k) with employer matching
- Group discounts on voluntary insurance products, including auto and home, pet, critical illness, hospital indemnity, and accident insurance
- Employee Assistance Program (EAP)
- Digital mental health programs
- Parental leave
- Paid time off
- Paid holidays
- Volunteer time off
- Tuition assistance
- Potential eligibility for annual short-term incentive compensation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
