The role involves managing IT change requests, incident management processes, conducting audits, and collaborating with stakeholders to enhance IT service delivery.
Description and Requirements
Job Responsibilities
• Responsible for gathering requirements for change requests to review IT Infrastructure changes
• Handling emergency changes fluently so only valid emergency changes can be approved
• Handling proposals of standard change tickets
• Responsible for performing audits of change requests which are already implemented
• Handling daily/weekly meeting with Stakeholder/Stateside partners
• Planning and managing support for incident management tools and processes
• Should have knowledge of ITIL practice
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Reviewing incident data to analyses assigned problems
• Should be able to follow/understand the complete change life cycle from creation to closure.
• Investigating assigned problems through to resolution or root cause
• Reviewing Release records related items understand the requirement of release
• Measuring and closing Aging (Incident, Problem, Release)
• Having knowledge of KB Articles
• Should have complete knowledge of incident, problem, release and change management
Candidate should have Proven ability to be self-starter, work independently, manage multiple tasks, and deliver accurate and detailed results within firm deadlines
Knowledge, Skills and Abilities
Education
§ M/B.Tech, BCA, MCA
Experience
§ 1-4 years of overall experience with fair knowledge on various IT domains (infrastructure & application portfolios)
Knowledge and skills (general and technical)
§ Experience and knowledge of change, incident, release and problem management
§ ITIL Foundation, preferable ITIL Intermediate (Service Transition and Design)
§ Exposure to enterprise share-point
§ Proven understanding of IT service delivery. Knowledge of servers, Networking
§ Prior experience in managing Remedy helpdesk / change management work is preferable
§ Intermediate MS Excel skills
§ Excellent Soft skills (Mandatory)
§ Excellent Communication skills (Mandatory)
§ Excellent E-mail writing skills (Mandatory)
§ Excellent inter-personal skills with the ability to coordinate cross functionally
Other Requirements (licenses, certifications, specialized training - if required)
§ Knowledge on Service Now
Working Relationships
Internal Contacts
(and purpose of relationship):
§ MetLife internal partners
External Contacts
(and purpose of relationship) - If Applicable
§ MetLife external partners
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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!
#BI-Hybrid
Job Responsibilities
• Responsible for gathering requirements for change requests to review IT Infrastructure changes
• Handling emergency changes fluently so only valid emergency changes can be approved
• Handling proposals of standard change tickets
• Responsible for performing audits of change requests which are already implemented
• Handling daily/weekly meeting with Stakeholder/Stateside partners
• Planning and managing support for incident management tools and processes
• Should have knowledge of ITIL practice
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Reviewing incident data to analyses assigned problems
• Should be able to follow/understand the complete change life cycle from creation to closure.
• Investigating assigned problems through to resolution or root cause
• Reviewing Release records related items understand the requirement of release
• Measuring and closing Aging (Incident, Problem, Release)
• Having knowledge of KB Articles
• Should have complete knowledge of incident, problem, release and change management
Candidate should have Proven ability to be self-starter, work independently, manage multiple tasks, and deliver accurate and detailed results within firm deadlines
Knowledge, Skills and Abilities
Education
§ M/B.Tech, BCA, MCA
Experience
§ 1-4 years of overall experience with fair knowledge on various IT domains (infrastructure & application portfolios)
Knowledge and skills (general and technical)
§ Experience and knowledge of change, incident, release and problem management
§ ITIL Foundation, preferable ITIL Intermediate (Service Transition and Design)
§ Exposure to enterprise share-point
§ Proven understanding of IT service delivery. Knowledge of servers, Networking
§ Prior experience in managing Remedy helpdesk / change management work is preferable
§ Intermediate MS Excel skills
§ Excellent Soft skills (Mandatory)
§ Excellent Communication skills (Mandatory)
§ Excellent E-mail writing skills (Mandatory)
§ Excellent inter-personal skills with the ability to coordinate cross functionally
Other Requirements (licenses, certifications, specialized training - if required)
§ Knowledge on Service Now
Working Relationships
Internal Contacts
(and purpose of relationship):
§ MetLife internal partners
External Contacts
(and purpose of relationship) - If Applicable
§ MetLife external partners
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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!
#BI-Hybrid
Top Skills
Enterprise Share-Point
Itil
Excel
Remedy Helpdesk
Service Now
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