Corporate Vice President - ITSM Major Incident & Problem Manager

New York Life•New York, NY

1d•$133,000 - $190,000•Hybrid

About The Position

New York Life is seeking an ITSM Major Incident & Problem Manager within its Technology, Data, AI and Ventures organization. The role manages and coordinates responses to major incidents affecting business operations, as well as the problem management activities that follow. The goal is to restore systems efficiently, reduce downtime and disruption, and limit impact to clients and partners. The position owns end-to-end major incident and associated problem management. It leads virtual response teams, coordinates cross-functional resources, manages stakeholder communications, and uses tools and process improvements to reduce Mean Time to Resolution. It also oversees post-incident reviews, reporting, root cause analysis, corrective actions, and problem management governance. The role is hybrid, with three days per quarter in the designated workplace. It is an exempt position with a salary range of $133,000–$190,000 and eligibility for an annual discretionary bonus. The job is with New York Life, a Fortune 100 mutual company whose work is guided by its values of purpose and integrity.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.
Strong understanding of IT infrastructure, applications, and services.
Familiarity with IT Service Management (ITSM) frameworks and tools.
Proven ability to lead and coordinate cross-functional teams in high-pressure situations.
Excellent organizational and time management skills.
Exceptional verbal and written communication skills, including the ability to explain complex technical information to non-technical stakeholders.
Strong analytical and problem-solving skills, including critical thinking and quick decision-making in complex technology landscapes.
Previous experience in incident management or a related field.
Familiarity with major incident management processes and best practices.
Ability to analyze data from incidents, changes, and events to identify correlations and support root cause analysis and preventative measures.

Nice To Haves

ITIL certification or equivalent.
Proficiency in ITSM tools such as ServiceNow.
Experience with predictive analytics and AI-powered incident management tools.
Knowledge of IT operations and infrastructure management.
Experience leveraging data from the ServiceNow CMDB and the CSDM model.

Responsibilities

Identify and classify major incidents based on impact and urgency, and ensure they are logged accurately and with sufficient detail.
Lead virtual incident response teams and coordinate resources across departments to resolve incidents quickly; organize and facilitate response meetings and communications.
Serve as the primary contact for major incident communications and provide timely updates to senior management, affected users, and external partners.
Lead post-incident review meetings, evaluate incident response, identify improvements, and document lessons learned.
Develop and implement improvements to incident management processes, including updating procedures, training staff, and leveraging new technologies.
Maintain detailed incident records, including timelines, actions, and outcomes, and generate reports on incident trends and performance metrics.
Assist with governance and creation of thorough root cause analyses; work with relevant teams to implement corrective actions and prevent recurrence.
Execute problem management processes through resolution, including root cause analysis, coordinating third-party analysis, and communicating with stakeholders to ensure workarounds and solutions are suitable.
Provide problem management reporting and metrics to stakeholders at all levels through monthly governance packages, including KPIs.
Review incident, change, and event data to identify correlations and linkages that can drive root cause analysis and preventative measures.