Sr. Specialist, Major Incident & Problem Mgmt
About The Position
The Senior Specialist, Major Incident & Problem Management coordinates MetLife’s major incident and problem management activities to support rapid service restoration, strong operational governance, and continuous improvement across critical technology services. Based in Cary, North Carolina, the role coordinates high-impact incidents, supports root cause analysis, helps reduce repeat disruptions, and contributes to stronger service resilience across the enterprise. The position partners with infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve resilience and customer outcomes. The role supports enterprise incident response practices and operational improvement initiatives. It coordinates end-to-end response to high-severity incidents, facilitates incident command and war rooms, supports recovery and communications, and helps ensure that incident and problem processes comply with enterprise standards, service-level agreements, and regulatory requirements. It also contributes to performance reporting, playbooks, readiness activities, and tabletop exercises.
Requirements
- Bachelor’s degree or equivalent experience.
- At least 7 years of experience in IT operations, service management, major incident management, problem management, service restoration, or related technology operations roles.
- Experience supporting and coordinating major incident, problem, or IT service management activities in a complex enterprise environment.
- ITIL certification and experience applying incident and problem management processes in an enterprise technology environment.
- Strong knowledge of ITIL-based incident and problem management practices.
- Experience using service management platforms such as ServiceNow for 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, including the ability to engage technical and business stakeholders and explain technology issues in terms of 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 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 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
- Support and coordinate enterprise major incident and problem management activities, promoting accountability, urgency, and continuous improvement across technology teams.
- Coordinate end-to-end response to high-severity incidents, including triage, technical-team mobilization, escalation management, and service restoration.
- Contribute to the development and ongoing improvement of incident and problem management processes, governance standards, communications, and recovery activities.
- Facilitate war rooms and incident command activities, ensuring clear action ownership, timely stakeholder communications, and disciplined execution through restoration and recovery.
- Partner with infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve 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 development and analysis of reporting, dashboards, and metrics concerning incident and problem management performance, recurring issue trends, SLA performance, and operational improvement opportunities.
- Help maintain major incident playbooks and coordinate readiness activities and tabletop exercises.
Benefits
- Comprehensive health plan, including medical and prescription drug coverage.
- Vision insurance.
- Dental insurance.
- No-cost short- and long-term disability coverage.
- 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) and digital mental health programs.
- Parental leave.
- Paid time off.
- Paid holidays.
- Volunteer time off.
- Tuition assistance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
