MetLife
Location
Noida | India
Job description
The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts with the freedom to create innovative solutions to address core business challenges within MetLife. GTOs strategy is to deliver a differentiated customer experience and increase MetLifes operating leverage.
The ITSM Consultant position is responsible for managing the lifecycle of high priority incidents including engaging proper resources, providing technical, business, and executive updates, documenting actions taken, gaps, and escalating to internal teams as needed.
The individual will also assist to drive the lifecycle of high priority problems if required and work with Change Management ensuring the correct change process is being followed and correct approvals are generated for EMEA change tickets.
Key Responsibilities:
Accountable for driving the resolution of high priority incidents tickets including evaluating impact, coordinates remediation across teams, initiating conference bridge, seeks/ monitors/ documents updates, and communicates updates to executive and business POCs
Promotes accountability and ownership for the team by supporting compliance to processes
Assists with high priority problem tickets if required, root cause closures, remediation timelines as required and documentation of known errors.
Reviews Change Tickets for EMEA to ensure compliance, correct approvals have been gained and tickets have the correct business justifications listed.
Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations
Actively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriately
Articulates and promotes team processes across all stakeholders
Incorporates customer impact and needs into process to ensure proper focus and actions are taking place
Provides off-hour and weekend support for high priority incidents (and root cause investigations as needed)
Supports additional job requirements as role and ITIL practices mature within organization
Essential Attributes, Business Experience and Technical Skills:
Required:
Undergraduate degree or equivalent combination of experience/certifications
3+ years prior ITSM experience
ITIL Certifications
Ability to think critically, analyze, listen, clarify, and solve problems
A high level of customer awareness
Ability to interact effectively with a global team in multiple time zones
ServiceNow ITSM
Proficient verbal and written communication skills able to articulate information appropriately for a range of audiences
Detail and process-orientated with strong customer service skills
Ability to prioritize work
Ability to work in a team environment
Preferred:
Intermediate ITIL Certifications (e.g., ITSM, ITILv4)
Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint
Knowledge of continuous process improvement
Broad knowledge of IT systems, Automation toolsets, and Industry best practices
Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment
As there are not MIM issues every day, also looking for the two team members to assist with other SNOW activities, such as reporting and Change Management:
Change Management:
Review chase tickets for EMEA and from Vendors
Chase for approvers if required
Ensure tickets are complaint
Problem Management:
If and when required - looking to assign PM to another team
Job tags
Salary
