Senior Associate - Field Experience Application Support Lead

Location Designation: Hybrid - 3 days per quarter

Technology, Data, AI and Ventures:

Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology, data, AI and ventures to accelerate sustainable competitive advantage for New York Life's businesses. We build solutions that power how we serve policy owners, agents, advisors and employees while delivering measurable business outcomes.

Across technology, data, AI, cyber, product, digital experience, architecture and infrastructure, TDAV combines the scale and investment of an industry leader, access to leading-edge technologies and the opportunity to help shape how a world-class financial services company competes in the AI era - all backed by the stability and purpose of a mutual company built to last.

Role Overview

We are seeking a Field Experience Application Support Lead responsible for the delivery of reliable, high-quality application support services across the Field Experience portfolio within the Foundational Business Organization. This role serves as the primary point of operational accountability for an assigned portfolio of Field Experience applications, ensuring production stability, service continuity, and a consistent end-user experience for Field Experience IT and business managers.

The ideal candidate brings deep hands-on experience in application production support, observability tooling, incident management, and cloud operations within a complex, multi-platform environment.

What You'll Do

• Promote a clear understanding of application support services within Field Experience by gaining in-depth knowledge of the business and the applications they rely on. Enhance relationships and communication processes across technology and business support teams to encourage collaboration, improve operational efficiency, and address support gaps as needed.

• Maintain a consistent, aligned approach in the execution and oversight of all Service Management functions, including Incident Management, Problem Management, Service Request, and Change Management, ensuring consistent service quality and reliability across all Field Experience applications. Manage contracted support personnel and third-party vendors responsible for the execution of support services, ensuring 99.5% availability across all critical applications and associated business processes.

• Lead recurring operational review forums with Field Experience IT and business managers to review application service performance and delivery quality against SLAs and Service Level Objectives (SLOs), assess end-user satisfaction and feedback from the Field Experience business community, align on corrective actions, ownership, and near-term support priorities, and maintain transparency and accountability across all application support activities. Develop and maintain operational dashboards and reports that provide transparency into application health, incident trends, and service delivery quality.

• Lead major incident response end-to-end — from detection and triage through resolution and post-incident review — ensuring timely, accurate communication to Field Experience IT and business managers throughout. Conduct rigorous root-cause analysis (RCA) and drive permanent corrective actions to prevent recurrence; maintain and execute problem management activities, track known errors, and drive long-term fixes aligned with ITIL best practices.

• Proactively monitor application and platform health using observability tools such as New Relic, Sumo Logic, Dynatrace, CloudWatch, Splunk, and PagerDuty, identifying and resolving issues before business impact occurs. Drive consistent utilization of observability and monitoring toolsets while influencing the continued maturity of ITIL processes and metric reporting. Oversee the ideation and execution of automation opportunities that reduce manual, repeatable tasks, reduce run cost, and drive efficiency within Field Experience support operations.

What You'll Bring

Required Skills

• Leadership and Coordination: Proven ability to lead and coordinate cross-functional teams in high-pressure production support situations, with excellent organizational and time management skills.

• Communication Skills: Clear and effective verbal and written communication skills, with the ability to translate complex technical issues into business-relevant updates for Field Experience IT and business managers.

• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and make quick decisions under pressure in complex, multi-platform technology landscapes. Hands-on troubleshooting mentality, with a willingness to dive deep into complex application issues and solve problems with a clear understanding of business impact and business acumen.

• Incident and ITSM Experience: Hands-on experience with incident management, problem management, change management, and service request processes using ServiceNow or equivalent ITSM platforms.

• Vendor and Support Management: Strong experience managing vendor staffing, offshore teams, and managed service providers, with the ability to identify resource gaps, manage contention issues, and hold support actors accountable.

• AI Literacy, Tool Adoption, and Education: Familiarity with AI-assisted operations tools and a demonstrated ability to incorporate them into daily support workflows, including using AI for 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.

Preferred Skills

• 5+ 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; and ITIL certification or equivalent. Financial services experience preferred.

• Proficiency with observability tools such as New Relic, Sumo Logic, Dynatrace, PagerDuty, Splunk, or CloudWatch, including experience with New Relic AI capabilities such as 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 a plus. Experience with PagerDuty AIOps and automation features, including Event Intelligence, the SRE Agent, and ML-driven alert grouping and triage to reduce mean time to detect and resolve.

• Hands-on automation experience using scripting languages such as Python, Shell, or PowerShell, or workflow automation tools such as ServiceNow Flow Designer, AWS Lambda, or similar, to eliminate manual, repeatable support tasks, streamline incident response, and improve operational efficiency.

Job Level: LEVELPF4

Pay Transparency

Salary Range: $111,500-$159,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Company Overview

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Job Requisition ID: 95124