The Team Leader for Technology Services is responsible for resolving high priority incidents, ensuring compliance with processes, and facilitating technical discussions across teams. They are also involved in documentation, change and problem management, providing support during off-hours, and improving processes based on lessons learned.
Description and Requirements
• Accountable for driving the resolution of high priority incidents tickets (MIMs) including evaluating impact, coordinates remediation across teams, initiating conference bridge, seeks/ monitors/ documents updates, and communicates updates to executive and business POCs
Promotes accountability and ownership for the team by supporting compliance to processes
• Assists with high priority problem tickets if required, root cause closures, remediation timelines as required and documentation of known errors.
• Reviews Change Tickets for EMEA to ensure compliance, correct approvals have been gained and tickets have the correct business justifications listed.
• Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations
• Actively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriately
. Articulates and promotes team processes across all stakeholders
Incorporates customer impact and needs into process to ensure proper focus and actions are taking place
• Provides off-hour and weekend support for high priority incidents (and root cause investigations as needed)
• Supports additional job requirements as role and ITIL practices mature within organization
* Essential Attributes, Business Experience and Technical Skills:
Required: • 3+ years' prior ITSM experience • ITIL Certifications hashtag # itilcertified • Ability to think critically, analyze, listen, clarify, and solve problems • A high level of customer awareness • Ability to interact effectively with a global team in multiple time zones • ServiceNow ITSM • Proficient verbal and written communication skills • Detail and process-orientated with strong customer service skills • Ability to prioritize work and work in a team environment
Preferred: • Intermediate ITIL Certifications (e.g., ITSM, ITILv4) • Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint • Broad knowledge of IT systems, Automation toolsets, and Industry best practices • Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment.
As there are not hashtag # MIM issues every day, also looking for the team members to assist with other SNOW activities
hashtag # changemanagement : • Chase for approvers if required • Ensure tickets are complaint
hashtag # problemmanagement : • If and when required - looking to assign PM to another team.
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, 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 empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
• Accountable for driving the resolution of high priority incidents tickets (MIMs) including evaluating impact, coordinates remediation across teams, initiating conference bridge, seeks/ monitors/ documents updates, and communicates updates to executive and business POCs
Promotes accountability and ownership for the team by supporting compliance to processes
• Assists with high priority problem tickets if required, root cause closures, remediation timelines as required and documentation of known errors.
• Reviews Change Tickets for EMEA to ensure compliance, correct approvals have been gained and tickets have the correct business justifications listed.
• Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations
• Actively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriately
. Articulates and promotes team processes across all stakeholders
Incorporates customer impact and needs into process to ensure proper focus and actions are taking place
• Provides off-hour and weekend support for high priority incidents (and root cause investigations as needed)
• Supports additional job requirements as role and ITIL practices mature within organization
* Essential Attributes, Business Experience and Technical Skills:
Required: • 3+ years' prior ITSM experience • ITIL Certifications hashtag # itilcertified • Ability to think critically, analyze, listen, clarify, and solve problems • A high level of customer awareness • Ability to interact effectively with a global team in multiple time zones • ServiceNow ITSM • Proficient verbal and written communication skills • Detail and process-orientated with strong customer service skills • Ability to prioritize work and work in a team environment
Preferred: • Intermediate ITIL Certifications (e.g., ITSM, ITILv4) • Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint • Broad knowledge of IT systems, Automation toolsets, and Industry best practices • Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment.
As there are not hashtag # MIM issues every day, also looking for the team members to assist with other SNOW activities
hashtag # changemanagement : • Chase for approvers if required • Ensure tickets are complaint
hashtag # problemmanagement : • If and when required - looking to assign PM to another team.
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, 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 empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
Itil
Ms Office Suite
Servicenow Itsm
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