Lead MetLife's major incident and problem management ensuring rapid service restoration and continuous improvement across technology services. Manage incidents drive root cause analysis and enhance service resiliency. Collaborate across teams to improve operations.

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 Director Major Incident and Problem Management is responsible for leading MetLife's major incident and problem management function ensuring rapid service restoration strong operational governance and continuous improvement across critical technology services. Based in Cary North Carolina this role leads a team responsible for coordinating high-impact incidents driving root cause analysis reducing repeat disruptions and 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 lead a highly visible operational function that protects the stability of critical business services. The role offers the chance to shape incident response practices develop talent and partner across infrastructure application cybersecurity and business teams to improve resiliency and customer outcomes.
Key Responsibilities

• Lead the enterprise incident management function including major incident and problem management by setting direction coaching teams and fostering a culture of accountability urgency and continuous improvement.
• Direct end-to-end response for high-severity incidents including triage mobilization of technical teams escalation management decision support and coordinated service restoration based on business impact.
• Establish and evolve incident management processes governance and operating rhythms for incident response escalation communications post-incident reviews and cross-functional recovery activities.
• Lead war rooms and incident command activities ensuring clear ownership of actions timely executive and stakeholder communications and disciplined execution through resolution and recovery.
• Partner across infrastructure applications cybersecurity service management vendors and business teams to improve issue resolution reduce repeat incidents and strengthen operational resilience.
• Oversee incident classification prioritization documentation and workflow execution ensuring alignment 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 and present metrics dashboards and executive reporting that highlight incident performance risk themes operational bottlenecks and opportunities for continuous 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 leading major incident problem or IT service management functions in a complex enterprise environment.
• 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 people leadership experience including managing teams developing talent setting priorities and leading through high-pressure operational situations.
• 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
• 10+ years of experience in IT operations service management incident management problem management or related operational leadership roles.
• 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 $140000 - $185000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.
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 paid time off paid holidays volunteer time off tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" Fortune World's 25 Best Workplaces™ as well as the 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 our core values - Win Together Do the Right Thing Deliver Impact Over Activity and Think Ahead - 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.
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