Corporate Vice President - ITSM Major Incident & Problem Manager

New York Life • Lebanon, NJ

278d • $122,500 - $210,000

About The Position

Our New York Life culture has laid the foundation for over 175 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. As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth — driving the company's success.

Requirements

• 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.
• Exceptional verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Previous experience in incident management or a related field.
• Ability to review various data points from incidents and identify correlations.
• Bachelor's degree in Information Technology, Computer Science, or a related field.

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 with leveraging data from the ServiceNow CMDB and the CSDM model.

Responsibilities

• Manage and coordinate the response to major incidents that significantly impact business operations.
• Ensure incidents are resolved efficiently and effectively, minimizing downtime and disruption.
• Quickly identify and classify major incidents based on their impact and urgency.
• Lead a virtual incident response team, coordinating resources and efforts across various departments.
• Act as the primary point of contact for all communications related to major incidents.
• Lead post-incident review meetings to evaluate the incident response process.
• Develop and implement strategies to improve the incident management process.
• Maintain detailed records of all major incidents, including timelines, actions taken, and outcomes.
• Assist in the governance and creation of thorough root cause analysis.
• Ensure problem management processes are effectively executed.

Benefits

• Comprehensive benefits package including leave programs, adoption assistance, and student loan repayment programs.
• Annual discretionary bonus eligibility.
• Incentive program participation eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree