Production Management Consultant I

Role Value Proposition :

Being a leader in the Group Benefit space, MetLife always is in search of top talent who are driven by the purpose of providing excellent customer experience, ready for new challenges, and always focused on providing simplified solutions to complex problems. The Group Benefits area in MetLife is growing and the Eligibility team is looking for an energetic and motivated Production Management Consultant who is forward-focused, not afraid of experimentation and a team player. In this role, you will be working on a few of the most exciting group business applications, collaborating and interfacing with partners to deliver on enterprise-level strategic initiatives. Your work will make an impact on how MetLife fulfills its promises to the customer, and you will have excellent opportunities to interact and contribute to the group's success.

Key Responsibilities:

• Responsible for day-to-day oversight of production management activities, including the investigation and resolution of incidents and service requests.
• Ensure incidents are efficiently managed, communicated, and resolved in a timely manner.
• Ensure all nightly production batch trails are completed on time according to SLA commitments.
• Utilize technical and/or business knowledge to lead escalated issues to resolution.
• Leverage metrics and monitoring tools to identify trends and prevent production incidents.
• Guide the team to identify production incident trends, patterns, and proactive identification of issues.
• Guide the team to prioritize incoming production tickets and handle problem prioritization for the Employee Employer Digital platforms.
• Collaborate with Product 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 and leaders to illustrate incident trends.
• Perform related duties as assigned or requested.

Education :

• Bachelor’s degree in computer science, Information Systems, Business Administration, Finance, Engineering or other related field, or equivalent demonstrated work experience and/or certifications.

Experience(Role Requirement) :5 to 6 Years

Technical Skill:

• Experience in handling Digital Login, Benefits, Claims, Single Sign On setup, reporting & dashboarding, annual enrollment processes & customer setup tickets.
• 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 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.
• The 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.
• Demonstrates strong knowledge of AI principles and prompt engineering. Experienced in using GitHub Copilot and actively engaged in building large language models (LLMs), intelligent agents, model context protocols (MCPs), agentic frameworks, and modular AI tools
• Strong knowledge of 24x7 Production Support practices.
• Experience with Incident management functions, with proven ability to lead incident triage calls.
• Ability to integrate and analyze data from multiple sources, draw conclusions and provide recommendations.
• Strong understanding of Service Level Agreements (SLAs) and customer-facing metrics
• Strong relationship management and facilitation skills with the ability to manage multiple priorities effectively.
• Ability to collaborate in a matrixed environment to achieve a shared goal.