Production Management Lead

Description and Requirements
Role Value Proposition:
MetLife is the leading provider of Group Benefits. The Group Disability Technology organization is a diverse team of technologists, all working towards the common goal of ensuring the customer is at the center of everything we do. MetLife is seeking a Production Management Lead to join Group Disability Organization. This role will be responsible for Implementing and governing Operational Support processes and production application KPIs and SLAs. Identifying and implementing solutions to optimize the operating efficiency of production systems and processes and managing and executing scheduled events in the production environment. Responsible for responding to time sensitive customer escalations. Manages communication of incidents, problems and escalations to internal and external partners. Prepares and delivers communication to senior IT and business leadership.
Key Responsibilities:

• Manages the documentation of internal processes and procedures. Reviews processes and procedures, identifying gaps and needed tasks.
• Delivery of operational metrics and SLA reporting. Responsible for quality assurance, monitoring service level agreements for availability and MTTR. Independently leads incident and restoration of service calls, escalating as required by impact and urgency. Analyzes metrics around performance, system stability and costs, modeling potential solutions.
• Manages prioritization of problems, incidents and service requests, leveraging their business understanding; Leverage knowledge of multiple areas (technical, business, applications, etc.) in support of production management activities.
• Demonstrates customer focus, seeking opportunities to exceed customer expectations for excellent service through development of strong business partnerships.
• Responsible for deliverables in support of Audit/Compliance/regulatory and IT Risk and Security activities.
• Follows global change management process as needed for restoration of service and problem management.
• Provides technical and work guidance to a team of PM Analysts, Consultants and/or offshore resources. Enable, measure and empower customer focused behavior within teams. Manages work queues for appropriate action.
• Acts as escalation point for incidents or service requests.
• Acts as a mentor for less experienced staff. Active management of overall production management consulting engagement as it pertains to delivery of services, prioritization of work and resource requirements, as well as the development of performance improvement plans as needed.

Essential Business Experience and Technical Skills:
Required Skills:

• Bachelor's degree in computer science, Business, or a related discipline.
• 8 - 10 years' experience in Information technology in production management and 4-6 years as a production support lead.
• Excellent verbal and written communication skills with focused attention to details, as well as demonstrated professionalism and time/task management skills; ability to establish strong relationships. This also includes being able to translate technical communication into a form understandable by business.
• Willingness to collaborate with others to find solutions to problems.
• Proactive with ability to solve problems and drive open issues to completion.
• Experience working in Agile and/or Dev Ops environment.
• Excellent customer service and organization skills.
• Certifications - SAFe for Teams or SAFe Scrum Master Certification (SSM)
• Product/Business/Industry Knowledge.
• Knowledge of databases (MongoDB, IBM DB2, Oracle) and ability to script SQL statements.
• Knowledge of Java.
• Knowledge of mainframe systems development with some of the following: COBOL, JCL, SQL, Changeman, File Manager, TSO
• Expertise in AppDynamics, Splunk, Elastic monitoring tools.

Preferred Skills:

• Background working in Insurance and/or Financial Services.
• Exposure to distributed technology with some of the following: integration tools (MuleSoft, Informatica, Redis).
• Exposure to mainframe systems development with some of the following: FTP, Fault Analyzer, Xpeditor.

The salary range for applicants for this position is $110,000 - $150,000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$110,000 - $150,000
#BI-Hybrid