Description and Requirements

Job Description

Position Title, Responsibility Level

TL/AM- IT Server Platform
Function
IT

Reports to

Service Delivery Leader

Permanent/ Temporary

Permanent
Span of Control
2-3 Vendor resources

Location

Pune

Basic Function

• Responsible for managing the IT Server operations for Pune Site
• Responsible for Operations, Incident and Problem Management for Server Domain
• This position will be the primary lead for all Pune business support activities on server platform , interacting with business, vendors and IT teams in India & US.
• Monitors overall server platform performance, including accountability for problem identification and escalation

Essential Functions

• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems within business committed SLA's
• L3 Escalation point for end user computing issues (Software/Hardware) from engineering perspective
• Understanding of Active Directory configuration, setup and other routine tasks
• Coordinating with core team for troubleshooting/installation related to antivirus server, DC, DNS and DHCP
• Good understanding of messaging architecture fundamentals (MS Exchange)
• Hands on experience for administrating

• Storage devices (Dell EMC NAS, SAN etc),

• Backup solution (Rubrik)

• Virtual Environment (VM ware)

• Server hardware & RAID configuration

• Database clustering ( SQL)

• Insure that problems and changes are properly documented, support groups notified, and issues resolved to prevent production impact to MetLife
• Ensure timely closure of Annual Budgeting, Monthly Accrual's to budget and define service level agreements with business partners
• Coordinate for Blackberry/smart devices configuration with US/India team
• Create and maintain documentation related to ISO 27001/ISO 20000
• Work on Citrix and Azure VDI related issues

Primary Internal Interactions

• Act as a SPOC for all internal & external audit and audit related requirements

• Work with IT procurement team to provide inputs related to server platform related procurement

Primary External Interactions

• Monthly / quarterly performance reviews with vendors, who are providing technical / hardware support to MetLife

Skills

Technical Skills

• ITIL, MCSE/MCSA
• Preferably VMware certified
• Proficiency in MS-Visio, Project, PowerPoint and excel
• Citrix VDI

Process Specific Skills

Soft Skills (Mandatory)

• Excellent verbal and written communication skills ( English and Spanish)
• Understands how BPO operations are run and maintained
• Good negotiation and convincing skills

Soft skills (Desired)

Education Requirements

• B.E/B.Tech or equivalent course in IT

Work Experience Requirements

• 6-7 years of experience with 3-4 in BPO/ITES environment
• Open for working in shifts aligned with US/India

Annexures:

MetLife Core Values:

The employee should adhere to MetLife Core values:

• Be the Best
• Succeed Together
• Put Customers First
• Make Things Easier

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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

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!