Team Leader - Technology Services

Requirements

Description and Requirements

• Accountable for driving the resolution of high priority incidents tickets (MIMs) including evaluating impact, coordinates remediation across teams, initiating conference bridge, seeks/ monitors/ documents updates, and communicates updates to executive and business POCs
  

• 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
  

• 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:
  

• 3+ years’ prior ITSM experience
• ITIL Certifications hashtag # itilcertified
• 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
• Detail and process-orientated with strong customer service skills
• Ability to prioritize work and work in a team environment
  

• Intermediate ITIL Certifications (e.g., ITSM, ITILv4)
• Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint
• Broad knowledge of IT systems, Automation toolsets, and Industry best practices
• Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment.
  

• Chase for approvers if required
• Ensure tickets are complaint
  

• If and when required - looking to assign PM to another team.
  

About MetLife