Sr. Specialist, Major Incident & Problem Mgmt

Location: Clarks Summit

General Information
Location Cary, North Carolina
Alternative Location(s)
Posting

Location:

Clarks Summit, Pennsylvania
Working Schedule

Full-Time

Work Arrangement

Hybrid

Travel Required

10%

Relocation Assistance Available

No

Grade

11T

Posted Date

29-Oct-2026

Job

21344

Description and Requirements
The Team You Will Join When you join Met Life’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments.

In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The Opportunity The Senior Specialist, Major Incident & Problem Management is responsible for coordinating Met Life’s major incident and problem management activities, supporting rapid service restoration, strong operational governance, and continuous improvement across critical technology services. Based in Cary, North Carolina, this role coordinates high-impact incidents, supports root cause analysis efforts, helps reduce repeat disruptions, and contributes to strengthening service resilience across the enterprise.

Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy focused on stronger growth, attractive returns, and all-weather performance, this is an exciting opportunity to play an important role in protecting the stability of critical business services. The position offers the opportunity to support incident response practices, contribute to operational improvement initiatives, and partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve resiliency and customer outcomes.

Key Responsibilities Support and coordinate enterprise major incident and problem management activities, promoting accountability, urgency, and continuous improvement across technology teams.

Coordinate end-to-end response activities for high-severity incidents, including triage, mobilization of technical teams, escalation management, and service restoration activities.

Contribute to the development and continuous improvement of incident and problem management processes, governance standards, communications, and recovery activities.

Facilitate war rooms and incident command activities, ensuring clear ownership of actions, timely stakeholder communications, and disciplined execution through restoration and recovery.

Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve issue resolution, reduce repeat incidents, and strengthen operational resilience.

Ensure incident classification, prioritization, documentation, and workflow execution align with enterprise standards, SLAs, and regulatory requirements.

Facilitate root cause analysis and post-incident reviews, and coordinate corrective action tracking to address recurring and systemic issues and improve service stability, monitoring, automation, and recovery readiness.

Support the development and analysis of reporting, dashboards, and metrics to provide visibility into incident and problem management performance, recurring issue trends, SLA performance, and opportunities for operational improvement.

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