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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Major Incident & Problem Management - **Company:** MetLife - **Location:** Cary, NC, United States - **Experience:** Expert - **Salary:** $140,000.0 - $185,000.0 - **Contract:** Permanent contract - **Skills:** Bioinformatics, Decision Support Systems, Information Technology Operations, Servicenow - **Published:** May 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f253fbc71c61899a ## About the Role 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Augmented Intelligence for transport planning: Human in the Loop Modelling](https://www.wearedevelopers.com/videos/72-augmented-intelligence-for-transport-planning-human-in-the-loop-modelling) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Stop building features. Start building impact.](https://www.wearedevelopers.com/videos/2031-stop-building-features-start-building-impact) - [Handling incidents collaboratively is like solving a rubix cube](https://www.wearedevelopers.com/videos/680-handling-incidents-collaboratively-is-like-solving-a-rubix-cube) - [Robots are coming into the wild! 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