Sr. Analyst II - Production Management

Description and Requirements
Role Value Proposition :
Being a leader in the Group Benefit space, MetLife always is in search of top talent who are driven by the purpose of providing excellent customer experience, ready for new challenges, and always focused on providing simplified solutions to complex problems. The Group Benefits area in MetLife is growing and the Group Life team is looking for an energetic and motivated Production Management Senior Analyst who is forward-focused, not afraid of experimentation and a team player. In this role, you will be working on a few of the most exciting group business applications, collaborating and interfacing with partners to deliver enterprise-level strategic initiatives. Your work will make an impact on how MetLife fulfills its promises to the customer, and you will have excellent opportunities to interact and contribute to the group's success.
Key Responsibilities :
• Responsible for day-to-day production management activities, including the investigation and resolution of incidents and service requests.
• Ensure incidents are efficiently handled, communicated, and resolved in a timely manner.
• Ensure all nightly production batch trails are completed on time according to SLA commitments.
• Utilize technical and/or business knowledge to lead escalated issues to resolution.
• Leverage metrics and monitoring tools to identify trends and prevent production incidents.
• Work with the team to identify production incident trends, patterns, and proactive identification of issues.
• Prioritize incoming production tickets and handle problem prioritization for the Employee Employer Digital platforms.
• Collaborate with Product teams to prioritize backlog of tasks, problems aimed at improving the stability and efficiency of production applications.
• Interact with vendor consultants to identify and implement solutions for optimizing operating efficiency of production systems and processes.
• Document internal processes and procedures
• Responsible for change management, release management and Audit/compliance/regulatory activities
• Perform related duties as assigned or requested.
Education :
• Bachelor's degree in computer science, Information Systems, Business Administration, Finance, Engineering or other related field, or equivalent demonstrated work experience and/or certifications.
Experience(Role Requirement) :2 to 4
Technical Skill :
• Working experience in handling Employee and Employer Digital Login, Benefits, Claims, Single Sign On setup, reporting & dashboarding, annual enrollment processes & customer setup tickets.
• Working experience in ServiceNow ticket management tool and dashboards.
• Working experience in Core Java, SQL and Spring MVC, Spring BOOT, React frameworks.
• Working experience in an Agile environment and has knowledge of Agile ceremonies.
• Possesses good team skills and the ability to collaborate and motivate teams, both offshore and onshore members.
• Good verbal and written communication skills with focused attention to details, as well as, demonstrated professionalism and with the ability to present technical details to both technical and non-technical audiences.
• Analytical thinking and decisiveness, multi-tasking, organizational prioritization, problem solving, and attention to detail skills will drive success in this role.
• The ability to develop value-added relationships across partners is essential with a sense of ownership and accountability for assignments.
• Working experience to tools like AppDynamics, Postman, Azure DevOps, SOAP UI, Splunk, Elastic, Power BI Dashboards, Bitbucket, MongoDB compass, IBM Data studio and IBM Maestro (batch jobs).
• Proficient in microservices, data hubs, REST APIs, PaaS, Azure Kubernetes Service (AKS), containerization.
• Demonstrates basic knowledge of AI principles and prompt engineering. Hands on experience using GitHub Copilot, building large language models (LLMs), intelligent agents, model context protocols (MCPs), agentic frameworks, and modular AI tools. .
• Strong knowledge of 24x7 Production Support practices.
• Experience with Incident management functions, with proven ability to lead incident triage calls.
• Ability to integrate and analyze data from multiple sources, draw conclusions and provide recommendations.
• Good understanding of Service Level Agreements (SLAs) and customer-facing metrics
• Good relationship management and facilitation skills with the ability to manage multiple priorities effectively.
• Basic knowledge of the business and applications supported as well as the overall infrastructure.
• Ability to collaborate in a matrixed environment to achieve a shared goal.
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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