What are the responsibilities and job description for the AVP, Application Command Center & Resiliency position at MetLife?
AVP, Application Command Center & Resiliency
Location(s): Cary, NC / USA
Setting: Hybrid (3-days in the office)
Travel: Negligible
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. We’re united by our purpose to help our customers and each other create a confident future; we’re guided by empathy; and we’re inspired by each other to make a difference in the lives of our coworkers, customers, communities, and the world at large. At MetLife, it’s #AllTogetherPossible. Join us!
The Team You Will Join
Come join our US Technology (UST) team where our people are the key to our success! We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce to fulfill our promise to our customers we serve.
Opportunity
We are seeking a trusted partner and leader to join our team of motivated individuals who are managing a common set of services providing application resiliency support include application restoration management and technical incident/problem management. Through critical monitoring and proactive data driven analysis, this organization is focused on improved customers experience through the rapid restoration of services when there is an incident and working with the development teams to drive down the causes of future incidents.
These efforts are closely aligned with that of our business, infrastructure, application development and operations teams with whom we work closely with to deliver for our customers.
How You’ll Help Us Build a Confident Future (Key Responsibilities)
Manage an organization of 25-35 employees and 85 consultants in multiple locations including international.
Adjust operating and organizational models to align with an application development organization that is transforming to become more Agile
L1-L2 Production Support Services
Lead the US Tech Application Command Center: persistent (24x7x365), focused on the proactive availability, reliability, and recovery of services critical to the delivery of the customer experience.
Application Restoration Services
24x7 application resiliency/restoration support
Drive closure of production incidents no matter the root cause
Drive timely root cause determination improving MTTR over time
Acting as a bridge between technical and Product Area managers to develop short and long-term strategic plans that support the improvement of our systems and processes
Technical acumen to assess and identify end-to-end technology stack dependencies, enabling more rapid troubleshooting and reducing MTTR
Partner with Site Reliability Engineering, Application Development, and Infrastructure teams to identify optimal instrumentation for monitoring & alerting
Level 3 or Complex Problem Management
Capable of driving highly technical ecosystem triage using best in class tools and automation
Support mainframe and distributed applications; both on-prem and in the cloud
Proactively use analytical tools and monitoring to identify and resolve issues before they occur
Management of application resiliency improvements:
Owns and manages the backlog of required application fixes required for an improved experience
Works closely with Application Product Owners/Managers to advocate for and prioritize application improvements
Vendor Accountability for Application Resiliency organization
Responsible for IT Vendor relationships, work orders, financial management, and effective/outcome-based delivery
Resource Management
Develop and manage budget including maintenance, infrastructure, and annual discretionary portfolio of projects with appropriate technology and business leaders
Partnerships
Develop meaningful relationships with key business stakeholders and leverage their knowledge of the business to help drive value driven business outcomes
Leadership & Communication
Needs to have a “Solutions Mindset” and work through ambiguity to identify the best ways to move forward through any constraining situations
A team player with a proactive approach to people and issue management. Must partner with others across the organization with candor and transparency
Deliver timely, executive caliber written and verbal communication to the Office of the CIO and other senior business partners across the enterprise
Ability to define, develop, measure, and improve KPIs aligned with business and technology objectives
An inherent sense of ownership in managing and delivering objectives, staff, and stakeholders (internal and external). Relentlessly drive issues to resolution and closure.
What You Need to Succeed (Required Qualifications)
Bachelor's degree in Engineering, Business, or relevant field with a solid understanding of performance or operational excellence concepts; master's degree in business administration is a plus
10 years of progressive professional experience supporting technology products in a highly complex technological ecosystem
Experience leading teams of 15 or more Full Time Associates in addition to offshore and onshore vendor teams
Demonstrated ability to meet deliverables, honor commitments, and “can do” attitude in challenging but exciting environment
Highly effective communication standards through oral, written, and presentation mediums
Proven track record of success and significant experience in leading software support initiatives, with working knowledge many IT technologies
Technology expertise in supporting large scale applications
Experience with end user monitoring and alerting
Experience leading large scale complex transformation and/or technology modernization efforts
Demonstrated strength managing and developing diverse direct and 3rd party vendor organizations
Additional Skills
MBA or other advanced degree
Experience with Agile Methodology / SAFe or CSM certified
Lean Six Sigma process improvement certification
Experience in insurance industry and/or a consulting background is highly welcome
Experience in SRE Methodology
Benefits We Offer
Our U.S. benefit programs are geared toward health and wellness, financial protection, and retirement savings. In addition to comprehensive health coverage including medical/prescription drug, dental, vision, and no-cost short- and long-term disability benefits also include:
Retirement plan (cash balance pension) with a minimum monthly contribution regardless of an employee’s pay and 401(k) with employer matching
Company-paid life insurance and legal services, and discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance
Employee Assistance Program (EAP) and digital mental health programs
Expert support for medical second opinions, cancer care navigation, diabetes and hypertension, weight loss/fitness, joint and spine health, caregiving, and more
Generous paid time off, including a floating cultural heritage day
Paid volunteer time off and charitable contribution match
Tuition assistance
Family benefits including paid parental leave, adoption and surrogacy assistance, child and eldercare support, college advising program
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at
accommodations@metlife.com
. 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.
MetLife:
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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
The role is eligible for incentive compensation under the sales incentive plan for your position. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.
About the Company:
MetLife
