Senior Associate - Field Experience Application Support Lead

New York Life • New York, NY

1d • $111,500 - $159,000 • Hybrid

About The Position

The Field Experience Application Support Lead is responsible for delivering reliable, high-quality application support across the Field Experience portfolio within the Foundational Business Organization. The role is the primary point of operational accountability for an assigned portfolio of applications, ensuring production stability, service continuity, and a consistent end-user experience for Field Experience IT and business managers. It calls for hands-on experience in application production support, observability tooling, incident management, and cloud operations in a complex, multi-platform environment.

The position promotes understanding of support services and the business applications they rely on, strengthens collaboration across technology and business support teams, and oversees consistent Service Management practices. It manages contracted support personnel and third-party vendors, with a goal of 99.5% availability across critical applications and associated business processes. The role leads operational performance reviews, major incident response, root-cause analysis, problem management, and the use of monitoring and automation to improve support operations.

Requirements

• Proven ability to lead and coordinate cross-functional teams during high-pressure production support situations.
• Excellent organizational and time-management skills.
• Clear verbal and written communication skills, including the ability to translate complex technical issues into business-relevant updates for Field Experience IT and business managers.
• Strong analytical and problem-solving skills, sound judgment under pressure, and the ability to work in complex, multi-platform technology environments.
• Hands-on troubleshooting approach, with the ability to investigate complex application issues and understand business impact.
• Hands-on experience with incident management, problem management, change management, and service request processes using ServiceNow or an equivalent ITSM platform.
• Strong experience managing vendor staffing, offshore teams, and managed service providers, including addressing resource gaps and contention and holding support personnel accountable.
• Familiarity with AI-assisted operations tools and demonstrated ability to use them in support workflows, including log analysis, alert triage, anomaly detection, and incident summarization.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Nice To Haves

• Five or more years in application production support or technology operations within a large enterprise or financial services environment.
• AWS, GCP, cloud, and Site Reliability Engineering (SRE) experience.
• ITIL certification or equivalent.
• Financial services experience.
• Proficiency with observability tools such as New Relic, Sumo Logic, Dynatrace, PagerDuty, Splunk, or CloudWatch.
• Experience with New Relic AI capabilities, including AI-assisted alert correlation, anomaly detection, and applied intelligence for proactive incident identification and noise reduction.
• Experience supporting multi-platform environments including Microsoft, Java, Oracle, SaaS, PaaS, and MuleSoft; mainframe experience is a plus.
• Experience with PagerDuty AIOps and automation features, including Event Intelligence, the SRE Agent, and ML-driven alert grouping and triage.
• Hands-on automation experience with Python, Shell, or PowerShell, or workflow automation tools such as ServiceNow Flow Designer, AWS Lambda, or similar.

Responsibilities

• Build in-depth knowledge of Field Experience business needs and applications, and promote understanding of application support services.
• Improve relationships and communication processes across technology and business support teams to encourage collaboration, operational efficiency, and resolution of support gaps.
• Oversee consistent execution of Incident Management, Problem Management, Service Request, and Change Management across Field Experience applications.
• Manage contracted support personnel and third-party vendors responsible for support services, ensuring 99.5% availability across critical applications and associated business processes.
• Lead recurring operational reviews with Field Experience IT and business managers, reviewing service performance and delivery quality against SLAs and SLOs, user satisfaction, corrective actions, ownership, and near-term priorities.
• Develop and maintain operational dashboards and reports on application health, incident trends, and service delivery quality.
• Lead major incident response from detection and triage through resolution and post-incident review, communicating timely and accurately with Field Experience IT and business managers.
• Conduct root-cause analysis and drive permanent corrective actions; maintain problem management activities, track known errors, and pursue long-term fixes aligned with ITIL best practices.
• Proactively monitor application and platform health using observability tools and identify and resolve issues before business impact occurs.
• Promote consistent use of observability and monitoring tools and help mature ITIL processes and metric reporting.
• Oversee the development and execution of automation opportunities that reduce manual, repeatable tasks and run costs and improve support efficiency.

Benefits

• Full package of employee benefits, with offerings for a modern workforce.
• Leave programs.
• Adoption assistance.
• Student loan repayment programs.
• Annual discretionary bonus; employees may also be eligible to participate in an incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior