Assistant Manager - Technology Services

Description and Requirements
Position Summary
MetLife is leading the global transformation in its industry. In the Call Flow Engineer role, you can make bold moves to drive business success. As part of the Global Infrastructure End-User Technology division, this role will support the strategic direction of the Contact Center.
This role involves proactive monitoring of the OneVoice environment, identifying potential issues, and implementing solutions to enhance the digital experience of employees. We need a strategic thinker with a strong technical background in desktop infrastructure and performance optimization.
This position is based in India. We are only able to accept applications for those based in India or have sponsorship to live and work in India. The position operates on a hybrid mode from Noida only, we would expect you to be in the office regularly.
Job Responsibilities
Job Overview: We are seeking a highly skilled and experienced Multimedia Infrastructure Engineer to join our team. The ideal candidate will be responsible for installing, coordinating, and managing multimedia servers, applications, firewalls, and networking. They will oversee change management processes and disaster recovery planning, coordinate database activities and configurations, manage configurations in Crestron Fusion and XIO Cloud, Korbyt Digital signage platform, IPTV platform, and Monitoring systems and drive new technology proof of concept (POC) and pilot programs. Ensuring security for all systems and applications is also a key responsibility.
Key Responsibilities:

• Multimedia Servers: Ensure optimal performance and reliability of multimedia servers and infrastructure by regularly monitoring, updating, and troubleshooting. Implement industry-standard practices for server management, including load balancing and redundancy, as well as commissioning new servers and decommissioning retired servers.
• Applications: Oversee the deployment, configuration, and maintenance of server applications, ensuring they meet security and performance standards. Regularly update applications to the latest versions and patches.
• Firewall: Coordinate and manage firewall rules, with the corporate firewall team, to protect the network from unauthorized access. Regularly review and update firewall exceptions as needed to support multimedia applications.
• Networking: Coordinate with the networking team to ensure multimedia infrastructure aligns with standards while ensuring seamless connectivity and communication between devices. Implement network security measures, such as encryption, 802.1x and access controls.
• Change Management: Submit and adhere to change management protocols to ensure smooth transitions during updates and modifications. Maintain detailed documentation and obtain necessary approvals for changes.
• Disaster Recovery Planning: Create and maintain comprehensive disaster recovery plans to ensure business continuity in case of system failures or disasters. Regularly test and update disaster recovery plans to address new risks and vulnerabilities.
• Database Coordination: Work with the database team to ensure data integrity and availability. Document backup and recovery procedures to protect against data loss.
• Multimedia Support: Work with global Multimedia partners to help troubleshoot and resolve any issue with Multimedia equipment and escalate as appropriate.
• Crestron Fusion and XIO Cloud: Configure and maintain Crestron Fusion and XIO Cloud applications, and endpoint connectivity, for room scheduling and monitoring. Ensure seamless integration with other AV systems and troubleshoot issues as they arise.
• Digital Signage: Manage the Korbyt Digital signage platform, ensuring content is displayed correctly and systems are functioning optimally. Coordinate with content creation teams on new functionality. Manage endpoint registration and ensure they are correctly configured and functioning optimally.
• IPTV Infrastructure: Facilitate the configuration and troubleshooting of IPTV distribution systems, ensuring seamless integration with other multimedia tools and infrastructure. Oversee the registration of IPTV endpoints, ensuring they are correctly configured and functioning optimally. Ensure multicast is enabled on the network and manage IP address assignments for IPTV system. Secure and manage the channel lineup, ensuring accurate IPs or Major/Minor values from the provider for each channel. Manage hardware specifics, including server deployments and IP assignments, ensuring compatibility and optimal performance.
• Multimedia Monitoring Infrastructure: Implement and manage multimedia monitoring infrastructure to ensure the optimal performance and reliability of multimedia systems.
• POC and Pilot Programs: Lead the evaluation and implementation of new infrastructure technologies through proof of concept and pilot programs. Define success criteria, monitor progress, and document results to inform decision-making.
• System Security: Maintain security standards to protect systems and applications from unauthorized access. Regularly review and update security protocols to align with organizational standards.
• Application Security: Conduct regular security assessments and work with the security team to identify vulnerabilities and mitigate risks. Ensure compliance with data protection regulations and best practices.

Education, Technical Skills & Other Critical Requirement
Education
Bachelor's degree (Any Stream) or diploma with a minimum of 15 years of education.
Experience
(In Years)

• 4+ Multimedia experience using Architect to build call flows and routing, designing

Technical Skills

• Proven experience in infrastructure engineering or a related field.
• Strong knowledge of multimedia systems, servers, applications, firewalls, and networking.
• Experience with change management and disaster recovery planning.
• Familiarity with database coordination and configurations.
• Proficiency in managing Crestron, Cisco, Crestron Fusion, XIO Cloud, Korbyt Digital signage platform, and IPTV platform.
• Ability to lead POC and pilot programs for new technologies.
• Strong understanding of system and application security practices.
• Experience with Kubernetes, Azure and cloud infrastructure.
• Proficient in design, develop, and manage REST APIs effectively. This includes understanding REST principles, implementing CRUD operations, handling authentication and authorization, and ensuring the API is scalable, secure, and maintainable.

Other Critical requirements
Proven Functional experience in resolving a break fix scenario.
Experience with scripting languages
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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