The Product Support Engineer I assists customers in resolving technology issues, manages tickets, and implements Agile best practices to enhance service delivery.
Description and Requirements
MetLife established a Global capability center (MGCC) in India to scale and mature Data & Analytics, technology capabilities in a cost-effective manner and make MetLife future ready. The center is integral to Global Technology and Operations with a with a focus to protect & build MetLife IP, promote reusability and drive experimentation and innovation. The Data & Analytics team in India mirrors the Global D&A team with an objective to drive business value through trusted data, scaled capabilities, and actionable insights. The operating models consists of business aligned data officers- US, Japan and LatAm & Corporate functions enabled by enterprise COEs- data engineering, data governance and data science.
Role Value Proposition
As a Production Support member, you will play a pivotal role in assisting MetLife internal and external customers to resolve their technology issues in DnA eReporting Production Support team. You will be responsible for managing the day-to-day ticket resolution, promoting best practices, and ensuring proactive planning and timely issue mitigation based on ticket priority and its SLA using the Service Now tool.
Job Responsibilities
• Embrace Agile values & principles and implement Agile best practices to foster a continuous learning mindset.
• Collaborate with the Product Owner to support short and long-term release planning, maintaining a healthy team backlog ready for execution.
• Actively manage interdependencies between teams, anticipating and addressing potential impediments to team delivery.
• Lead the tracking and reporting on agile team metrics, proactively mitigating issues and escalating as needed.
• Serve as a thought leader in applying new concepts and coaching approaches within the Agile community.
• Adapting coaching style to suit the situation, team, and staff level, knowing when to coach and/or consult.
Education, Technical Skills & Other Critical Requirement
Education
Bachelor's degree in computer science, Engineering, or a related tech or business discipline
Experience
(In Years)
1. Bachelor's degree in computer science, Engineering, or a related tech or business discipline
2. 2+ years of experience in a Production Support and engineering environment
3. Familiarity with Agile best practices and the Software Development Lifecycle (SDLC)
4. Strong collaboration and facilitation skills.
5. Experience in conflict resolution and organizational coordination
Technical Skills
1. Ability to write and analyze SQL queries (MS SQL, UDB, etc)
2. Skills with Core Java, REST API
Other Preferred Skills
Service Now tool experience. Cognos Report Development Knowledge of SAFe Agile Best Practices. Experience in a client-facing role/environment.
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
MetLife established a Global capability center (MGCC) in India to scale and mature Data & Analytics, technology capabilities in a cost-effective manner and make MetLife future ready. The center is integral to Global Technology and Operations with a with a focus to protect & build MetLife IP, promote reusability and drive experimentation and innovation. The Data & Analytics team in India mirrors the Global D&A team with an objective to drive business value through trusted data, scaled capabilities, and actionable insights. The operating models consists of business aligned data officers- US, Japan and LatAm & Corporate functions enabled by enterprise COEs- data engineering, data governance and data science.
Role Value Proposition
As a Production Support member, you will play a pivotal role in assisting MetLife internal and external customers to resolve their technology issues in DnA eReporting Production Support team. You will be responsible for managing the day-to-day ticket resolution, promoting best practices, and ensuring proactive planning and timely issue mitigation based on ticket priority and its SLA using the Service Now tool.
Job Responsibilities
• Embrace Agile values & principles and implement Agile best practices to foster a continuous learning mindset.
• Collaborate with the Product Owner to support short and long-term release planning, maintaining a healthy team backlog ready for execution.
• Actively manage interdependencies between teams, anticipating and addressing potential impediments to team delivery.
• Lead the tracking and reporting on agile team metrics, proactively mitigating issues and escalating as needed.
• Serve as a thought leader in applying new concepts and coaching approaches within the Agile community.
• Adapting coaching style to suit the situation, team, and staff level, knowing when to coach and/or consult.
Education, Technical Skills & Other Critical Requirement
Education
Bachelor's degree in computer science, Engineering, or a related tech or business discipline
Experience
(In Years)
1. Bachelor's degree in computer science, Engineering, or a related tech or business discipline
2. 2+ years of experience in a Production Support and engineering environment
3. Familiarity with Agile best practices and the Software Development Lifecycle (SDLC)
4. Strong collaboration and facilitation skills.
5. Experience in conflict resolution and organizational coordination
Technical Skills
1. Ability to write and analyze SQL queries (MS SQL, UDB, etc)
2. Skills with Core Java, REST API
Other Preferred Skills
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
Cognos
Core Java
Rest Api
Service Now
SQL
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