Lead, Major Incident & Problem Management

Job description

Description and Requirements 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 Lead, Major Incident & Problem Management is responsible for coordinating and driving MetLife's major incident and problem management processes, ensuring rapid service restoration, strong operational governance, and continuous improvement across critical technology services.

Based in Cary, North Carolina, this role coordinates high-impact incidents, facilitates root cause analysis efforts, reduces repeat disruptions, and strengthens 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 a key role in protecting the stability of critical business services.

The position offers the opportunity to shape incident response practices, influence operational excellence initiatives, and partner across infrastructure, application, cybersecurity, service management, and business teams to improve resiliency and customer outcomes.

Key Responsibilities

Coordinate enterprise major incident and problem management processes, promoting accountability, urgency, and continuous improvement across technology teams. Lead and coordinate end-to-end response activities for high-severity incidents, including triage, mobilization of technical teams, escalation management, and service restoration activities. Support the development and continuous improvement of incident management processes, governance standards, communications, and recovery activities.

Facilitate war rooms and incident command activities, ensuring clear ownership of actions, executive 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.

Drive root cause analysis, post-incident reviews, and corrective action tracking to address systemic issues and improve service stability, monitoring, automation, and recovery readiness. Develop reporting, dashboards, and metrics that provide visibility into incident performance, recurring issue trends, and opportunities for operational improvement. Maintain major incident playbooks, readiness reviews, and tabletop exercises to ensure teams are prepared to respond effectively in mission-critical environments.

Required Qualifications

Bachelor’s degree or equivalent experience, with significant experience supporting and coordinating major incident, problem, or IT service management activities in a complex enterprise environment. 8+ years of experience in IT operations, service management, major incident management, problem management, service restoration, or related technology operations role. ITIL certification and experience implementing process improvements, governance controls, or automation to enhance service stability and response effectiveness.

Strong knowledge of ITIL-based incident and problem management practices, with experience using service management platforms such as ServiceNow to drive workflow discipline, governance, and reporting. Demonstrated leadership experience influencing cross-functional teams, coordinating stakeholder activities, and driving outcomes in high-pressure operational environments. Excellent communication, executive presence, and collaboration skills, with the ability to influence stakeholders, lead crisis communications, and translate operational 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 developing and utilizing Power BI dashboards and reporting solutions to monitor incident and problem management performance, identify SLA risks and breaches, track operational trends, support executive reporting, and drive continuous service 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 - $155,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.