Production Management Analyst
MetLife is a leading financial services company, and they are seeking a Production Management Analyst to oversee daily IT support and operational activities. The role involves incident management, performance analysis, and collaboration with product teams to enhance production application stability.
Responsibilities
- Day-to-day oversight of US Technology observability alerts, identify alerts leading to impactful customer incidents and escalated incident management
- Ensure incidents are efficiently managed, communicated, and resolved in a timely manner
- Utilize technical and business knowledge to lead escalated issues to service restoration
- Leverage metrics and monitoring tools to identify trends and prevent production incidents
- Identify production incident trends, patterns, and proactive identification of issues for 24x7 coverage
- Collaborate with ADM teams to prioritize backlog of tasks, problems aimed at improving the stability and efficiency of production applications
- Interact with vendor consultants to identify and implement solutions for optimizing operating efficiency of production systems and processes
- Document internal processes and procedures
- Create PowerPoint presentations for meetings with product owners, leaders to illustrate incident metrics and trends
- Perform related duties as assigned or requested
Skills
- Understanding and hands-on experience with internet and intranet data flows
- Hands-on experience with SQL, MS Excel pivots, lookup, filters, charts
- Understanding of observability principles and tools such as Apica, AppD, Elastic, Splunk, Nest etc
- 1+ years of related IT experience
- Strong knowledge of 24x7 Production Support practices
- Understanding of Incident management functions, with ability to lead incident triage calls
- Ability to integrate and analyze data from multiple sources, draw conclusions and provide recommendations
- Understanding of Service Level Agreements (SLAs) and customer-facing metrics
- Ability to collaborate in a matrixed environment to achieve a shared goal
- Relationship management and facilitation skills with the ability to manage multiple priorities effectively
- Bachelor's degree in computer science, Information Systems, Business Administration, Finance, Engineering or other related field, or equivalent demonstrated work experience and/or certifications
- Understanding on application eco-system, ability to trace end to end dataflow and business applications such as Employee and Employer Benefits, Claims, Single Sign On setup, Annual enrollment processes, Employee profiles, Customer setup
- Hands on experience in ServiceNow ticket management tool and dashboards
- Hands on experience in Core Java, SQL and Spring MVC, Spring BOOT, React frameworks
- Experience working in an Agile environment and has knowledge of Agile ceremonies
- Possesses strong leadership skills and the ability develop and motivate teams with both offshore and onshore members
- Excellent verbal and written communication skills with focused attention to details, as well as, demonstrated professionalism and with the ability to present technical details to both technical and non-technical audiences
- Analytical thinking and decisiveness, multi-tasking, organizational prioritization, problem solving, and attention to detail skills will drive success in this role
- Ability to develop value-added relationships across partners is essential with a sense of ownership and accountability for assignments
- Exposure to tools like AppDynamics, Postman, Azure DevOps, SOAP UI, Splunk, Elastic, Power BI Dashboards, Bitbucket, MongoDB compass, IBM Data studio and IBM Maestro (batch jobs)
- Architectural knowledge in Microservice, data hub, REST API, PaaS, AKS (Azure Kubernetes services) and container concepts
Benefits
- Comprehensive health plan that includes medical/prescription drug and vision
- Dental insurance
- No-cost short- and long-term disability
- Company-paid life insurance
- Legal services
- A retirement pension funded entirely by MetLife
- 401(k) with employer matching
- Group discounts on voluntary insurance products including auto and home
- Pet
- Critical illness
- Hospital indemnity
- Accident insurance
- Employee Assistance Program (EAP)
- Digital mental health programs
- Parental leave
- Volunteer time off
- Tuition assistance
Company Overview
Company H1B Sponsorship