Enterprise AI Platform Operations Engineer

• Description and Requirements The Team You Will Join When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward. The Opportunity The Enterprise AI Platform Operations Engineer is responsible for ensuring the reliable operation, governance, and continuous evolution of MetLife’s enterprise AI productivity platform — serving as the operational backbone of an AI program that directly advances MetLife’s mission of delivering technology that empowers its global workforce across the Enterprise Technology function, supporting Copilot and other AI Personal Productivity tool users across MetLife’s United States and international operations. This is an exciting opportunity to be at the forefront of one of the largest enterprise AI deployments in the financial services industry, playing a hands-on role in shaping how tens of thousands of MetLife employees experience AI-powered productivity every day. Key Responsibilities
• Lead day-to-day operations of MetLife’s enterprise AI productivity platform as Super Administrator and primary escalation point for platform issues —owning platform health monitoring, incident resolution, and vendor escalation management through ServiceNow and Microsoft support channels with a high degree of accountability and ownership.
• Proven ability to operate with ambiguity and make sound judgment calls in fast‑moving, evolving product environments. Oversee AI platform feature triage via vendor communication channels (e.g., Message Center or equivalent), evaluating incoming product updates for enterprise impact and coordinating readiness, rollout, stakeholder communications and RUAI / ARB submission and approvals — translating complex platform and policy changes into clear, actionable guidance for both technical and non-technical audiences across the organization.
• Develop automation scripts, Power
• Automate flows, and Power Apps solutions to streamline platform and license operations; manage AI agent lifecycle, registry monitoring, connector integrations, and extensibility frameworks to support enterprise scale.
• Manage end-to-end AI platform license governance, including allocation, provisioning, bulk administration, and oversight of enterprise licensing applications — ensuring compliance, integrity, and accurate reporting across the organization. High degree of accountability and ownership mindset; comfortable serving as the “front door” and escalation point for platform issues.
• Create technical design documentation, architecture diagrams, and operational runbooks that support platform governance and change management; influence cross-functional teams across engineering, security, compliance, support, and vendor partners without direct authority.

Required Qualifications

• 8+ years of experience in enterprise technology operations, platform administration, or cloud service management, with demonstrated experience owning production operations for business-critical SaaS platforms — including incident response, change management, and vendor escalation — preferably in regulated industries such as financial services or healthcare. Prior experience operating or supporting enterprise ‑ scale SaaS platforms with frequent vendor ‑ driven change (e.g., enterprise AI productivity platforms, cloud SaaS solutions).
• Hands-on experience with enterprise AI platform administration tools and governance frameworks (e.g., AI control systems, feature lifecycle management, data security posture management, agent management, or workflow automation platforms such as Copilot Studio, Claude, or equivalent, familiarity with API-based platform integrations. Proficiency in scripting and automation (PowerShell or equivalent) for enterprise AI platform administration and hands-on experience with Power Platform — including building and maintaining Power Apps and Power
• Automate flows for enterprise operational workflows and license management.
• Experience operating within ServiceNow or equivalent ITSM platforms for incident and request management; familiarity with enterprise connectors and extensibility frameworks used to extend and customize AI productivity platform capabilities.

Preferred Qualifications

Microsoft AI and cloud platform certifications (e.g., AI-900, AI-102, AWS Cloud Practitioner, or equivalent). PL-900 (Power Platform Fundamentals) or equivalent low-code/automation platform certification. Location Expectation This is a hybrid role requiring a minimum of 3 days per week in office. The expected salary range for this position is $105,000 - $175,600 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.