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Production Mgmt Senior Lead. Job in Clarks Summit, Pennsylvania, United States in MetLife, Inc.. Nelest.com
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Production Mgmt Senior Lead

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Job ID:

23014

Location:

Clarks Summit, PA 

Job function:

Business Development, Product Development
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Production Mgmt Senior Lead

Job Description:

Job Description:

This role will create and lead varied production operational programs and projects for the Application Maintenance and Support (AMS) organization with focus on the Customer Solution Center. The incumbent will not only be involved in management and execution, but also ideation and planning. They'll need a broad background of the MetLife technology environment and understanding of major business processes. Given the complex nature of production operational work, the incumbent must have the ability to build relationships and dig deeply to understand the core of the issue(s) and the changes, including perceptions and expectations of management, required for a successful outcome. They must have the ability to build relationships and gain consensus among diverse stakeholder groups, including IT and business senior management. Ability to create the right plan, gain buy-in, communicate and set expectations and execute is necessary for success, as important as those capabilities are, the ability to flex and change direction, while still focused on the end goal, is also required.

  • While the specifics of this role will vary over time, the expectation is Call Center technology and processes will be an immediate focus.While technology will comprise the majority of the work, the incumbent is likely to also manage business process initiatives to improve overall performance.

Summary of Responsibilities:

  • Manage and coordinate projects and programs across internal business and IT teams, including senior leadership, Initial focus will be call center technology

  • Set initiative goals, identify and make the case for what's required to achieve them

  • Program and Project planning, stakeholder management

  • Build and maintain relationships

  • Identify and remediate process gaps in call center production support

  • Gather and analyze metrics around performance/utilization and cost

  • Perform Incident resolution, Problem Determination and Root Cause Analysis in accordance with Service Level Agreements

  • Participate in Incident management calls with IT support staff, including but not limited to, DBAs, Network Engineers, Application Developers, and other System Administrators to quickly restore service in the event of an incident.

  • Report out to senior management on incident status/restoration of service summary.

  • Document production issues and work with the appropriate development or support teams to correct so the issue does not happen again

  • Work with 3rd party vendors to trouble shoot externally hosted applications

  • Other responsibilities include change management, release management & audit/compliance/regulatory activities

  • Supports application outside of normal business hours when needed including on-call responsibilities

Job Requirements:

  • Production Support

  • Project management, including managing diverse and globally dispersed teams, including IT and business partners, to meetcommon objectives

  • Use key performance indicators (KPIs) and metrics to identify current state, set goals and track progress

  • Communications and expectations-setting for senior management

  • Presentation skills (concise, crisp documentation and presentation style)

  • Ability to plan and lead meetings, Manage communications to set objectives, build consensus, track progress and, when necessary, escalate issues

Preferred Experience

  • Java, C++, SQL (Oracle,DB2) experience preferred.

  • ITIL Certification preferred.

  • Call Center technology and business process

  • Experience with cloud computing, NICE Contact Center solutions, voice technology, telephony, CRM technology and Salesforce.com is a plus.

  • Knowledge of MetLife IT infrastructure and application environment

Travel: 10-25%

Zip Code:

18411

Company Info
MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States

Phone:
Web Site: metLife.com

Company Profile

Company Info


MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States
Phone:
Web Site: metLife.com

Production Mgmt Senior Lead

col-narrow-left   

Job ID:

23014

Location:

Clarks Summit, PA 

Job function:

Business Development, Product Development
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Production Mgmt Senior Lead

Job Description:

Job Description:

This role will create and lead varied production operational programs and projects for the Application Maintenance and Support (AMS) organization with focus on the Customer Solution Center. The incumbent will not only be involved in management and execution, but also ideation and planning. They'll need a broad background of the MetLife technology environment and understanding of major business processes. Given the complex nature of production operational work, the incumbent must have the ability to build relationships and dig deeply to understand the core of the issue(s) and the changes, including perceptions and expectations of management, required for a successful outcome. They must have the ability to build relationships and gain consensus among diverse stakeholder groups, including IT and business senior management. Ability to create the right plan, gain buy-in, communicate and set expectations and execute is necessary for success, as important as those capabilities are, the ability to flex and change direction, while still focused on the end goal, is also required.

  • While the specifics of this role will vary over time, the expectation is Call Center technology and processes will be an immediate focus.While technology will comprise the majority of the work, the incumbent is likely to also manage business process initiatives to improve overall performance.

Summary of Responsibilities:

  • Manage and coordinate projects and programs across internal business and IT teams, including senior leadership, Initial focus will be call center technology

  • Set initiative goals, identify and make the case for what's required to achieve them

  • Program and Project planning, stakeholder management

  • Build and maintain relationships

  • Identify and remediate process gaps in call center production support

  • Gather and analyze metrics around performance/utilization and cost

  • Perform Incident resolution, Problem Determination and Root Cause Analysis in accordance with Service Level Agreements

  • Participate in Incident management calls with IT support staff, including but not limited to, DBAs, Network Engineers, Application Developers, and other System Administrators to quickly restore service in the event of an incident.

  • Report out to senior management on incident status/restoration of service summary.

  • Document production issues and work with the appropriate development or support teams to correct so the issue does not happen again

  • Work with 3rd party vendors to trouble shoot externally hosted applications

  • Other responsibilities include change management, release management & audit/compliance/regulatory activities

  • Supports application outside of normal business hours when needed including on-call responsibilities

Job Requirements:

  • Production Support

  • Project management, including managing diverse and globally dispersed teams, including IT and business partners, to meetcommon objectives

  • Use key performance indicators (KPIs) and metrics to identify current state, set goals and track progress

  • Communications and expectations-setting for senior management

  • Presentation skills (concise, crisp documentation and presentation style)

  • Ability to plan and lead meetings, Manage communications to set objectives, build consensus, track progress and, when necessary, escalate issues

Preferred Experience

  • Java, C++, SQL (Oracle,DB2) experience preferred.

  • ITIL Certification preferred.

  • Call Center technology and business process

  • Experience with cloud computing, NICE Contact Center solutions, voice technology, telephony, CRM technology and Salesforce.com is a plus.

  • Knowledge of MetLife IT infrastructure and application environment

Travel: 10-25%

Zip Code:

18411
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