Sr. Specialist, Major Incident & Problem Mgmt

The Team You Will Join

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments.

In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The Opportunity

The Senior Specialist, Major Incident & Problem Management is responsible for coordinating MetLife’s major incident and problem management activities, supporting rapid service restoration, strong operational governance, and continuous improvement across critical technology services. Based in Cary, North Carolina, this role coordinates high-impact incidents, supports root cause analysis efforts, helps reduce repeat disruptions, and contributes to strengthening service resilience across the enterprise.

Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy focused on stronger growth, attractive returns, and all-weather performance, this is an exciting opportunity to play an important role in protecting the stability of critical business services. The position offers the opportunity to support incident response practices, contribute to operational improvement initiatives, and partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve resiliency and customer outcomes.

Key Responsibilities

Support and coordinate enterprise major incident and problem management activities, promoting accountability, urgency, and continuous improvement across technology teams.

Coordinate end-to-end response activities for high-severity incidents, including triage, mobilization of technical teams, escalation management, and service restoration activities.

Contribute to the development and continuous improvement of incident and problem management processes, governance standards, communications, and recovery activities.

Facilitate war rooms and incident command activities, ensuring clear ownership of actions, timely stakeholder communications, and disciplined execution through restoration and recovery.

Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve issue resolution, reduce repeat incidents, and strengthen operational resilience.

Ensure incident classification, prioritization, documentation, and workflow execution align with enterprise standards, SLAs, and regulatory requirements.

Facilitate root cause analysis and post-incident reviews, and coordinate corrective action tracking to address recurring and systemic issues and improve service stability, monitoring, automation, and recovery readiness.

Support the development and analysis of reporting, dashboards, and metrics to provide visibility into incident and problem management performance, recurring issue trends, SLA performance, and opportunities for operational improvement.

Contribute to maintaining major incident playbooks, readiness activities, and tabletop exercises to help ensure teams are prepared to respond effectively in mission-critical environments.

Required Qualifications

Bachelor’s degree or equivalent experience, with experience supporting and coordinating major incident, problem, or IT service management activities in a complex enterprise environment.

7+ years of experience in IT operations, service management, major incident management, problem management, service restoration, or related technology operations roles.

ITIL certification with experience applying incident and problem management processes within an enterprise technology environment.

Strong knowledge of ITIL-based incident and problem management practices, with experience using service management platforms such as ServiceNow to support workflow execution, documentation, governance, and reporting.

Demonstrated experience working across cross-functional technology teams, coordinating stakeholder activities, and supporting service restoration in high-pressure operational environments.

Strong communication and collaboration skills, with the ability to effectively engage technical and business stakeholders and translate technology issues into clear business impact.

Preferred Qualifications

Experience leveraging AI-powered tools such as Microsoft Copilot, Claude, or similar technologies to improve operational effectiveness, automate routine tasks, enhance communications, accelerate root cause analysis, and support data-driven decision-making.

Experience using Power BI dashboards and reporting solutions to monitor incident and problem management performance, identify SLA risks and breaches, analyze operational trends, and support continuous improvement.

Experience working in a global, highly matrixed organization with the ability to coordinate across time zones, vendors, and multiple technology domains.

Background in financial services, insurance, or other highly regulated industries with a strong appreciation for risk, resilience, and control requirements.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $100,000 - $135,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.