🌐 Problem Management Specialist at MetLife – Join a Global Leader in IT Services | Noida
Description:
Explore the exciting career opportunity for a Problem Management Specialist at MetLife in Noida. Ideal for IT professionals with 3-5 years of experience. Apply now to be part of a global insurance and tech powerhouse!
🏢 About MetLife: A Global Financial Powerhouse
MetLife, a name synonymous with financial resilience and customer trust, is among the world’s top insurance and financial services organizations. With operations in over 40 countries and a legacy dating back to 1868, MetLife continues to shape the future of insurance, annuities, employee benefits, and asset management.
MetLife proudly ranks #44 on the Fortune 500 and is part of the Dow Jones Sustainability Index for its relentless focus on ethical practices, sustainability, and employee inclusion.
🔗 Explore MetLife Careers
📍 Job Location
Noida, Uttar Pradesh, India
8th FL/1, 9th, 10th, and 11th Floor, Tower 2,
Oxygen Business Park Private Limited, Plot No.07,
Sector 144, Noida, Gautam Buddha Nagar
🧩 Why This Role Matters
The Problem Management Specialist plays a crucial role in ensuring seamless IT operations across MetLife’s global infrastructure. You will identify root causes of IT issues, drive long-term resolutions, and prevent recurrences—making IT smoother for teams worldwide.
📝 Key Responsibilities
🔍 Problem Identification & Analysis
- Monitor and manage the problem ticket queue via ServiceNow.
- Validate new problem tickets and assign them within the team.
- Investigate root causes for recurring incidents across systems.
- Classify, prioritize, and document problems based on impact and urgency.
⚙️ Process Management
- Review incident and problem analysis to identify trends.
- Maintain detailed inventories of problems, their status, and resolution efforts.
- Coordinate with cross-functional teams for deep-rooted problem-solving.
- Prevent problem duplication across systems.
🛠️ Root Cause & Permanent Fixes
- Drive all assigned problems toward root cause identification.
- Collaborate with AMS and support teams to implement permanent fixes.
- Document RCA techniques and share case studies to assist team learning.
📊 Reporting & Governance
- Create weekly, monthly, and quarterly reports on problem statuses.
- Share reports with stakeholders to ensure governance and SLA compliance.
- Represent Priority 1 and Priority 2 problems in incident review and quality meetings.
🤝 Collaboration & Communication
- Participate in Global Huddle and Major Incident Review calls.
- Provide email support, performance feedback, and training to mentees.
- Share new root cause techniques and process improvement ideas.
🎓 Required Education & Experience
- A graduate in IT Industry (BIT/BCA) or equivalent (15 years of education).
- Minimum 3 years of experience in IT problem management.
- Prior experience in ServiceNow helpdesk/problem tracking preferred.
🧠 Required Knowledge & Skills
🔧 Technical Skills
- Proficient in ServiceNow
- Solid understanding of IT Service Delivery
- Familiarity with servers, networking, and application layers
- Intermediate to advanced Excel skills
📚 Process Skills
- Strong grasp of ITIL Foundation (Intermediate preferred)
- Incident, change, knowledge, and problem management expertise
- Familiarity with US culture and business operations
💬 Communication & Soft Skills
- Excellent written and verbal communication
- Strong email writing abilities
- Effective collaboration across departments
- Quick decision-making and analytical thinking
🧩 Tools You’ll Work With
- ServiceNow – For ticketing and reporting
- MS Excel – For creating dashboards and trend reports
- Internal analytics systems for monitoring SLAs and KPIs
🧭 Career Path & Growth Opportunities
At MetLife, you’re not just an employee—you’re a key contributor to a global mission. Career progression from this role can include:
- Senior Problem Manager
- IT Operations Lead
- Service Delivery Manager
- Global Infrastructure Analyst
You’ll also gain exposure to cross-functional teams, global operations, and emerging technologies, enriching your technical and leadership skill set.
🧬 Life at MetLife: Culture and Benefits
💼 Work-Life Balance
- Hybrid work model (role-dependent)
- Paid time off and holidays
- Family support programs
🛡️ Health and Wellness
- Comprehensive health insurance
- Mental wellness initiatives
- Employee Assistance Programs (EAP)
🌍 Diversity & Inclusion
- Ranked high on global inclusion indexes
- Proud supporter of LGBTQ+, gender equality, and diverse hiring
✅ Role Summary at a Glance
| Component | Details |
| Job Title | Problem Management Specialist |
| Experience | 3 – 5 Years |
| Location | Noida, Uttar Pradesh |
| Industry | Insurance / IT Services |
| Department | IT & Information Security |
| Education | UG in IT (BIT, BCA preferred) |
| Employment Type | Full Time, Permanent |
| Reporting Tool | ServiceNow, Excel |
| Certifications | ITIL Foundation (Intermediate preferred) |
