1+ months
2018-01-302018-06-14

Incident Manager

MetLife
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:**







Required:







+ 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**







_1_







**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

MetLife
Cary, NC

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Cary, NC
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