Director, Major Incident & Problem Management

The Director, Major Incident and Problem Management is responsible for leading MetLife’s major incident and problem management function, ensuring rapid service restoration, strong operational governance, and continuous improvement across critical technology services. Based in Cary, North Carolina, this role leads a team responsible for coordinating high-impact incidents, driving root cause analysis, reducing repeat disruptions, and 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 lead a highly visible operational function that protects the stability of critical business services. The role offers the chance to shape incident response practices, develop talent, and partner across infrastructure, application, cybersecurity, and business teams to improve resiliency and customer outcomes., * Lead the enterprise incident management function, including major incident and problem management, by setting direction, coaching teams, and fostering a culture of accountability, urgency, and continuous improvement.

• Direct end-to-end response for high-severity incidents, including triage, mobilization of technical teams, escalation management, decision support, and coordinated service restoration based on business impact.
• Establish and evolve incident management processes, governance, and operating rhythms for incident response, escalation, communications, post-incident reviews, and cross-functional recovery activities.
• Lead war rooms and incident command activities, ensuring clear ownership of actions, timely executive and stakeholder communications, and disciplined execution through resolution and recovery.
• Partner across infrastructure, applications, cybersecurity, service management, vendors, and business teams to improve issue resolution, reduce repeat incidents, and strengthen operational resilience.
• Oversee incident classification, prioritization, documentation, and workflow execution, ensuring alignment with enterprise standards, SLAs, and regulatory requirements.
• Drive root cause analysis, post-incident reviews, and corrective action tracking to address systemic issues and improve service stability, monitoring, automation, and recovery readiness.
• Develop and present metrics, dashboards, and executive reporting that highlight incident performance, risk themes, operational bottlenecks, and opportunities for continuous improvement.
• Maintain major incident playbooks, readiness reviews, and tabletop exercises to ensure teams are prepared to respond effectively in mission-critical environments., MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

Do you have experience in Team development?, Do you have a Bachelor’s degree?, * Bachelor’s degree or equivalent experience, with significant experience leading major incident, problem, or IT service management functions in a complex enterprise environment.

• ITIL certification and experience implementing process improvements, governance controls, or automation to enhance service stability and response effectiveness.
• Strong knowledge of ITIL-based incident and problem management practices, with experience using service management platforms such as ServiceNow to drive workflow discipline, governance, and reporting.
• Demonstrated people leadership experience, including managing teams, developing talent, setting priorities, and leading through high-pressure operational situations.
• Excellent communication, executive presence, and collaboration skills, with the ability to influence stakeholders, lead crisis communications, and translate operational issues into clear business impact., * 10+ years of experience in IT operations, service management, incident management, problem management, or related operational leadership roles.
• Experience working in a global, highly matrixed organization with the ability to coordinate across time zones, vendors, and multiple technology domains.
• Background in financial services, insurance, or other highly regulated industries with a strong appreciation for risk, resilience, and control requirements.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

3.83.8 out of 5 stars Cary, NC Hybrid work $140,000 - $185,000 a year - Full-time, Pulled from the full job description

• Tuition reimbursement
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, The expected salary range for this position is $140,000 - $185,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife

When you join MetLife’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., Recognized on Fortune magazine’s list of the “World’s Most Admired Companies”, Fortune World’s 25 Best Workplaces , as well as the Fortune 100 Best Companies to Work For®, 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!