21 days old

Senior Problem Manager / Lead

Cary, NC
**Job Location:** Cary, NC

**Role Value Proposition:**

The role of the Global Problem Management Team Lead is to deliver effective problem management for the organizations technology platforms, resulting in the provision of stable and robust services to support business applications and: To prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented. (ITIL v3 Service Operation, 2007, p59). The team leads role is also to coordinate and lead the Global Problem Management team, communicate company goals and deadlines to team, motivate team members and manage day to day operational responsibilities. The team lead also provides help to management, including but not limited to assisting with hiring, training and keeping management updated on team performance.

**Key Responsibilities:**

+ Manage the life cycle of problems from problem identification, through root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production

+ Interface with other production management work streams (incident, capacity, event, release, change) to highlight problems and initiate remediation activities

+ Identify incident trends in production and initiate and manage proactive projects to prevent problems from occurring

+ Coordinate and lead the Global Problem Management team

+ Coordinate/lead the Global Problem Management team.

+ Provide direction and guidance to the Global team members.

+ Make procedural changes where necessary to ensure the team is functioning at an optimal level.

+ Escalate any performance issues/concerns.

+ Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

+ Manage the full lifecycle of the Problem Management Process

+ Lead/drive Root Cause Analysis and Stability activities to successfully identify root causes of problems

+ Perform analyses to highlight potential weaknesses and make recommendations for improvement

+ Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure

+ Track the implementation of problem resolution tasks

+ Work with Technical Teams, Incident Management, Release Management & Change Management in resourcing appropriate skills and information for effective problem investigation and resolution

+ Conduct regular Problem Management meetings with ITPMs, infrastructure groups, problem managers and incident managers to track progress and highlight issues

+ Meet regularly with senior development and infrastructure managers and business area leads to identify problem areas and report on progress

+ Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Head of Problem Management

+ Ensure continuous improvement of platform

+ Actively monitor processes, tools and data quality to ensure consistency across PM

+ Identify problem trends and known error conditions and driving towards a permanent solution or a business accepted workaround

+ Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools

**Essential Business Experience and Technical Skills:**


+ Ability to lead others

+ Ability to motivate and inspire high performers

+ Strong analytic/diagnostic skills and attention to detail

+ Strong communications skills and ability to interact effectively with senior management

+ Problem Management experience

+ ITIL V3 or later foundation certification


+ Bachelors degree in related field

**Business Category**

_Global Technology Infrastructure Operations_

**Number of Openings**


**At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.**

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

**For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.**

Requisition #: 93408


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Senior Problem Manager / Lead

Cary, NC

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Cary, NC

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