1+ months

Incident Manager

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

**Role Value Proposition:**

Ensures that standardized methods and procedures are used for efficient and prompt handling of all critical incidents (P1/P2), in order to minimize the impact of service quality and consequently identifies opportunities to improve the day-to-day operations of the organization and stability of its systems. This role has advanced knowledge surrounding processes, governance and day to day execution of provided services.

**Key Responsibilities:**

+ Takes a command and control role as Incident Manager during critical incidents focusing on minimizing MTTR

+ Manages communication of incidents, problems and escalations to internal and external partners; responsible for scheduling ensuring coverage for extended business hours and after hours on call

+ Strategic project improvements in solution/system health and overall remedial actions identified within support processes or teams.

+ Manages primary communication methods include phone, E-mail and xMatters, and ensure accurate and timely communications to internal and approved external stakeholders, including management.

+ Assists management in reviewing processes and procedures, identifying gaps and needed tasks

+ Oversees documentation of internal processes and procedures to include support with Global partner & provide senior guidance with KPI reports/dashboards with respect to Incident trend, SLAs, and MTTR

**Essential Business Experience and Technical Skills:**


+ 4+ years technical experience in supporting high availability solutions

+ Ability to think critically, analyze, listen, clarify, solve problems and work independently

+ Ability to make sound judgments in a fast-paced corporate environment

+ Detail and process-orientated with strong customer service skills

+ Ability to be available to assist team after hours, be on call and work nights and weekends as required

Preferred **:**

+ Ideally experienced in operating in a high change global enterprise environment

+ Excellent Influencing Skills

+ ITIL V3 Foundations or Higher

+ Bachelors degree in related field

+ Spanish skills a big plus

**Business Category**

_Global Infrastructure Technology 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.**


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Incident Manager

Cary, NC

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Cary, NC

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