Location Designation:Hybrid - 3 days per quarter

Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly.

We are currently seeking an Application Production Support and Operations (APSO) Lead overseeing the Strategic Business support organizations responsible for the execution of the several service offerings:

* Maintaining a consistent, aligned approach in the execution of incident, problem, service, change management support processes focused on ensuring for 99.5% availability across all our critical applications and associated business processes
* Utilization of new and existing toolsets to proactively monitor and manage the performance of our applications and end user experiences while influencing the continued maturity of our ITIL processes and metric reporting
* Drive reduction of recurring incidents with objective of reducing run costs.
* Lead relationship management, governance and accountability across all support actors including NYL resources, MSP Suppliers and Third Party Vendors ensuring for an aligned approach and clear accountability across support operations.

As the Strategic Business APSO lead you will be responsible for the management of multiple Application Production Support and Operations teams providing support services to the Strategic Businesses units.

What You'll Do:
* Driving clarity of the various levels of support across the Strategic Business units obtaining a deep understanding of each business unit and functions supported
* Establish relationships across business support teams within each Strategic Business unit driving collaboration and efficiency opportunities and addressing support gaps where appropriate
* Provide detailed, actionable insights via stability reporting along with recommendations to drive stability, operational efficiency and automation.
* Manage contracted support personnel responsible for the execution of support services such as incident management, service request, problem management leveraging knowledge management.
* Conduct monthly/quarterly reviews and supplier performance assessments against contracted SLAs
* Maintain a line of communication with respective Application Development and Quality Assurance support teams providing stability insights
* Oversee the ideation and execution of automation of opportunities reducing manual repeatable tasks within each of the Strategic Business units concentrating on process improvement ideas targeted to reduce overall run cost and drive efficiencies.

What You'll Bring:
* Leadership and Coordination: Proven ability to lead and coordinate cross-functional teams in high-pressure situations. Excellent organizational and time management skills.
* Communication Skills: Exceptional verbal and written communication skills. Ability to convey complex technical information to non-technical stakeholders
* Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and make quick decisions under pressure in complex technology landscapes.
* Experience: Previous experience in incident management and ITIL Service management processes
* Hands-on development mentality, with a willingness to troubleshoot and solve complex problems with understanding of Business terms and Business Acumen.
* Strong experience managing vendor staffing, identifying resource gaps, and contention issues, including internal employees and vendor resources/consultants.

Preferred Skills:
* ITIL certification or equivalent.
* Strong analytical and problem-solving skills.
* Proficiency in tools such as ServiceNow, New Relic, Sumo and Pager Duty.
* Experience with AWS application cloud support and predictive analytics/ AI-powered incident management tools.
* Knowledge of IT operations and infrastructure management.

Pay Transparency

Salary Range:$155,000-$250,000

Overtime eligible:Exempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Job Requisition ID: 92122