Associate - Technology Services

Job Description

Position Title

Associate/Sr Associate - Technology Services

Function, Responsibility Level

Operations,

Reports to

Manager

Associate Name

Span of Control

Location - MetLife MCC1 & 2

Permanent/ Temporary

Permanent

Basic Responsibilities

. Responsible for gathering requirements for change requests to Create IT Infrastructure changes

. Risk assessment and Impact analysis of the infrastructure change in production or otherwise, before proceeding with the request

. Interact with different stakeholders, including Project Managers, Change Managers, AVPs and engineers daily for building change schedules and successful implementation

. Work with different teams and AD groups supporting Windows, LINUX, UNIX, and SQL Production, Disaster Recovery, QA, Integration and Dev servers and network devices

. Should have complete knowledge of Servers (Virtual, Standalone, Blade VMware, clusters, data cluster centers etc.) and Server Naming Conventions , networking services

. Capacity planning and management for dealing with requests around memory / CPU increase / decrease, San storage area network

. Ensure that all Operational and Pre-Production changes to IT Services are logged, prioritized in SNOW, and completed as per the requirements

. Work in coordination with IT Support Teams, and Project Managers to provide support for the Request for Change (RFC) from inception to delivery

. Creation of Change tickets on SNOW as per Software/Hardware/Server change requirements

. Follow the complete change cycle from Planning, scheduling, and implementation

. Performing follow-ups for reviews and approvals on pending or drafted Request for Change's (RFC's) to meet the target depending upon 'scheduled start date' and 'end date' of the tickets

. Responsible for representing the change on the Project calls and Change Advisory Board calls as per the requirement

. Manage updates and communication across business functions along with coordination amongst various project managers to complete the change implementation per schedule

Primary Internal Interactions

• Manager for the purpose of reporting performance, escalations, clarifying concerns, and seeking feedback and support.
• Manager for monthly evaluation of performance.
• TL / Assistant Manager for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.

• Team members to provide feedback, career path discussion, skill-set enhancement, training needs and identification, performance improvement discussion

Primary External Interactions

• Business Partners for Service Delivery as per agreed upon SLA
• Customers spread across different geographies for application upgrades and change requests
• Business Partners for follow-up work and closure of open items