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Production Management Senior Analyst

Production Management Senior Analyst

Metlife

5 - 7 years

7 - 9 Lacs

hyderabad

Posted:16 hours ago| Platform:

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Skills Required

computer science change management it risk operational support disaster recovery problem management agile incident management customer service information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Value Proposition :

MetLife is the leading provider of Group Benefits. The Group Disability technology organization is a diverse team of technologists, all working towards the common goal of ensuring the customer is at the center of everything we do. MetLife is seeking a Production Management Sr Analyst to join Group Disability Organization. This role will be responsible for Implementing and governing Operational Support processes and production application KPIs and SLAs, Identifying and implementing solutions to optimize the operating efficiency of production systems and processes, and managing and executing scheduled events in the production environment, such as disaster recovery testing, platform upgrades, and Audit/compliance/regulatory requests.

Key Responsibilities :

Assists with implementation of operational support analysis processes procedures. Documents internal processes and procedures. Assists with reviews of processes and procedures, identifying gaps and needed tasks. Responsible for delivery of operational metrics and SLA reporting. Leads incident management calls for restoration of service, with assistance from senior team members.

Manages prioritization of problems, incidents and service requests, leveraging their business understanding; Applying knowledge of multiple areas (technical, business, applications, etc.) in support of production management activities. Demonstrates customer focus, seeking opportunities to exceed customer expectations for excellent service through development of strong business partnerships. Responsible for deliverables in support of Audit/Compliance/regulatory and IT Risk and Security activities.

Gathers and analyzes metrics around performance, system stability and costs, modeling potential solutions

Follows global change management process as needed for restoration of service and problem management.

Interacts with product teams and leads to identify and implement solutions for optimizing operating efficiency of production systems and processes

Manage work queues for appropriate action. Acts as an acknowledged SME resource for less experienced staff and to assist colleagues on another team

Responsible for responding to time sensitive customer escalations.

Communicates incidents, problems and escalations to internal and external partners. Assists in preparing communication for senior IT and business leadership

Ensure adherence to established attendance schedules.

Education :

Bachelor s degree in computer science, Business, or a related discipline

Experience :

2 to 4

Technical Skills :

Strong verbal and written communication skills with ability to work within a team environment

Proactive with ability to solve problems without detailed direction and drive open issues to completion

5-7 years experience in Information technology as a Production Support Analyst

Experience working in Agile and/or Dev Ops environment

Excellent customer service and organization skills

Certifications - SAFe for Teams or SAFe Scrum Master Certification (SSM)

Other Critical Requirements :

ITIL, SAFe Scrum Master, SAFe for team

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Production Management Senior Analyst