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.
Responsibilities
- Incident Identification and Classification: Quickly identify and classify major incidents based on their impact and urgency. Ensure that incidents are logged with accurate and detailed information.
- Incident Response Coordination: Lead a virtual incident response team, coordinating resources and efforts across various departments to ensure a swift resolution. This includes organizing and facilitating incident response meetings and communication.
- Communication Management: Act as the primary point of contact for all communications related to major incidents. Provide timely updates to stakeholders, including senior management, affected users, and external partners.
- Post-Incident Review: Lead post-incident review meetings to evaluate the incident response process, identify areas for improvement, and document lessons learned.
- Continuous Improvement: Develop and implement strategies to improve the incident management process. This includes updating incident management procedures, training staff, and leveraging new technologies.
- Reporting and Documentation: Maintain detailed records of all major incidents, including timelines, actions taken, and outcomes. Generate regular reports on major incident trends and performance metrics.
- Root Cause Analysis: Assist in the governance and creation of thorough root cause analysis to identify the underlying causes of major incidents. Work with relevant teams to implement corrective actions and prevent recurrence.
- Problem Management Execution: Ensure problem management processes are effectively executed managing defined processes through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability.
- Problem Management Governance: Provide for reporting and metrics presented to all levels of stakeholders as part of monthly governance packages including Key Performance Indicators (KPIs) and other metrics.
Requirements
- Technical Expertise: Strong understanding of IT infrastructure, applications, and services. Familiarity with IT Service Management (ITSM) frameworks and tools.
- 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 or a related field. Familiarity with major incident management processes and best practices.
- Data Analysis: Ability to review various data points from incidents, changes, events and identify correlations and linkages to drive root cause and preventative measures.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Strong understanding of ITSM processes and frameworks.
Nice-to-haves
- ITIL certification or equivalent.
- Strong analytical and problem-solving skills.
- 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.
Benefits
- Full package of benefits for employees including leave programs, adoption assistance, and student loan repayment programs.
- Annual discretionary bonus eligibility.
- Incentive program participation eligibility.
