Job Information
MetLife Director - Production Management in Clarks Summit, Pennsylvania
US Technology Command Center and Resiliency group provides Production Support and Resiliency Services for applications support various US Businesses. Resources from North Carolina, Pennsylvania and India locations ensures the applications are available and functionally reliable. Director for Production Management will lead a cross-domain team to ensure service reliability and collaborate with other groups within Command Center during restoration of service. The Director will also identify efficiency opportunities, set resource skill improvement goals and elevate team performance through focus on SLAs and value based delivery. The Directory will coach team to lead communication with Product Owners and Product Managers to prioritize stragic solutions identified based on experiences with production support.
Role Value Proposition:
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 lead a dynamic team of talented IT professionals and thought leaders 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.
Key Responsibilities:
IT Production Management oversight, leadership, and ownership of multiple production support teams managing 24x7 production systems environment across Lines of Businesses, owning operational/run activities, support, and troubleshooting efforts.
Responsible for building high-performance teams by reviewing and evaluating performance and quality of work produced by the team while ensuring standards are followed and the needs of the business are met.
Utilize and continuously evaluate and improve Production Support processes, incorporating feedback and adopting standard tools to optimize efficiency.
Collaborate with ADM teams and Product Owners to identify strategic solution for repetitive issues impacting customer service and satisfaction.
Create or utilize automation to move repetitive tasks around reporting, patterns and themes identification and provisioning to increase efficiency and reduce human error.
Deliver IT services & solutions that meet support requirements and SLA schedules within budget and are of high quality.
Demonstrate strategic thinking and foresight to evolve the business objectives.
Manage resource allocation, capacity utilization, and delivery of development teams.
Essential Business Experience and Technical Skills:
Required:
Bachelor’s degree in computer science, Information Systems, Business Administration, Finance, Engineering or other related field, or equivalent demonstrated work experience and/or certifications.
8+ years managing complex projects, testing group or production support groups and leading resources, or comparable business and technical experience.
Strong knowledge of 24x7 Production Support practices.
Hands-on management and leading from front.
Strong multi-tasker with analytical skills
Possesses strong leadership skills and the ability develop and motivate teams with both offshore and onshore members.
Excellent verbal and written communication skills with focused attention to details, as well as, demonstrated professionalism and time/task management skills.
Analytical thinking and decisiveness, multi-tasking, organizational prioritization, problem solving, and attention to detail skills will drive success in this role.
Ability to develop value-added relationships across partners is essential with a sense of ownership and accountability for assignments.
Preferred:
PMP and or CTP certification.
Experience with SAFe® Agile.
Experience with ITIL Services.
Insurance and/or Financial Industry experience.