Job Description

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. Its a career journey you can be proud of, and youll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortunes Worlds Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses Be Good At Life. To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

This role will oversee a portfolio of diverse technologies and enterprise platforms ensuring operational excellence and support within the Digital organization. Working across delivery, infrastructure, security and third-party vendors, ensure solutions are performant and always available, customer issues are addressed meeting and exceeding SLAs and customer expectations, operational processes are adhered to and we are continually challenging ourselves to innovate and improve. As this portfolio has very visible customer engagement solutions, ensuring data quality and integrity is paramount.

Key Responsibilities:

* Effectively interact with ASM teams internal and external to Digital, sharing learnings, process improvements, technical knowledge where systems integrate
* The ongoing performance monitoring and maintenance providing continuous improvements to processes and procedures
* Take an active role in key enterprise processes that support operational excellence and govern our Production environments such as Change Advisory Board (CAB), SWAT calls, Incident Management
* Support through a variety of different communication channels - potentially: email, phone, tickets, chat, video conference
* Engage with vendors to resolve Production issues; be well versed in third-party vendors to ensure they are meeting required SLAs and KPIs
* Work with on-shore/off-shore support team, providing support, direction, guidance to maintain and high level of productivity and efficiency in day-to-day tasks
* Work with solution delivery teams to establish appropriate KT and quality levels ensuring rigor around Production readiness and the ASM teams ability to support
* Perform periodic reviews on technical and operational documentation ensuring all documentation is up-to-date and accurately reflects the Production state of the system
* Work closely with Security, Infrastructure and other key enterprise teams to understand changes they are making to the Production environment; analyzing and providing transparency into potential risks, issues or impacts to Digital systems
* Perform routine maintenance tasks
* Lead, manage, support technology component upgrades as required
* Identifies, tracks, resolves, responds and raises awareness of data quality and integrity issues

Required Skills

* Degree in a STEM or Business field or equivalent
* 3+ years proven experience in technical support of cloud-based applications
* Proven experience working with on-shore/off-shore resource model
* Working knowledge of cloud, SAAS and PAAS models
* Working knowledge of application monitoring tools
* Working knowledge of data management platforms, ETL processes and/or SQL DB
* Proven experience effectively leading small teams
* Proven ability to proficiently interact with business facing individuals and pivot to interacting with all levels of technical resources
* Proven ability to effectively navigate across teams to solve incidents and issues; proactively identifying and working with appropriate technical resources
* Strong software analysis, trouble shooting and conceptual skills
* Excel at communicating (spoken, written, presentation) with an ability to express technical concepts in business terms
* Ability to negotiate and navigate difficult or ambiguous situations, adapt and work effectively with a variety of situations, individuals and technologies
* Takes ownership and accountability
* Ability to work as part of a distributed product team
* Forward thinking; ability to identify potential risks and issues, proactively providing recommendations for mitigating
* Actively participate and collaborate within Agile teams to effectively plan and execute deliverables for each sprint
* Embraces diversity and inclusion of thought
* Ability to work across boundaries, building cross organizational relationships
* Strong desire to develop and advance own skills through self-study, hands-on and shadow learning, formal instruction

Preferred Skills

* Experience configuring monitoring and dashboards within the AppDynamics solution
* Experience and/or certifications in AWS, Adobe AEM platform, or other Digital Engagement enterprise platforms
* Development experience in modern front end programming languages

LI-JP1

EOE M/F/D/V

If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811.

Job Requisition ID: 83162