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New York Life Insurance Company · 2 months ago

Corporate Vice President - Application Production Support and Operations (APSO) Lead

New York,New York,United States

Full-time

Hybrid

Senior Level

$116K/yr - $166K/yr

New York Life Insurance Company is a Fortune 100 mutual company dedicated to providing financial security and peace of mind. They are seeking an Application Production Support and Operations (APSO) Lead to manage multiple teams overseeing the execution of service offerings and ensuring high availability of critical applications.

FinanceFinancial ServicesInsurance

H1B Sponsor Likely

Responsibilities

Maintaining a consistent, aligned approach in the execution of incident, problem, service, change management support processes focused on ensuring for 99.5% availability across all our critical applications and associated business processes

Utilization of new and existing toolsets to proactively monitor and manage the performance of our applications and end user experiences while influencing the continued maturity of our ITIL processes and metric reporting

Drive reduction of recurring incidents with objective of reducing run costs

Lead relationship management, governance and accountability across all support actors including NYL resources, MSP Suppliers and Third Party Vendors ensuring for an aligned approach and clear accountability across support operations

Driving clarity of the various levels of support across the Strategic Business units obtaining a deep understanding of each business unit and functions supported

Establish relationships across business support teams within each Strategic Business unit driving collaboration and efficiency opportunities and addressing support gaps where appropriate

Provide detailed, actionable insights via stability reporting along with recommendations to drive stability, operational efficiency and automation

Manage contracted support personnel responsible for the execution of support services such as incident management, service request, problem management leveraging knowledge management

Conduct monthly/quarterly reviews and supplier performance assessments against contracted SLAs

Maintain a line of communication with respective Application Development and Quality Assurance support teams providing stability insights

Oversee the ideation and execution of automation of opportunities reducing manual repeatable tasks within each of the Strategic Business units concentrating on process improvement ideas targeted to reduce overall run cost and drive efficiencies

Qualification

ITIL Service ManagementIncident ManagementVendor ManagementAWS Application SupportServiceNowAnalytical SkillsProblem-SolvingCommunication SkillsLeadership

Required

Proven ability to lead and coordinate cross-functional teams in high-pressure situations

Excellent organizational and time management skills

Exceptional verbal and written communication skills

Ability to convey complex technical information to non-technical stakeholders

Strong analytical and problem-solving skills

Ability to think critically and make quick decisions under pressure in complex technology landscapes

Previous experience in incident management and ITIL Service management processes

Hands-on development mentality, with a willingness to troubleshoot and solve complex problems with understanding of Business terms and Business Acumen

Strong experience managing vendor staffing, identifying resource gaps, and contention issues, including internal employees and vendor resources/consultants

Preferred

ITIL certification or equivalent

Strong analytical and problem-solving skills

Proficiency in tools such as ServiceNow, New Relic, Sumo and Pager Duty

Experience with AWS application cloud support and predictive analytics/ AI-powered incident management tools

Knowledge of IT operations and infrastructure management

Benefits

Leave programs

Adoption assistance

Student loan repayment programs

Company

New York Life Insurance Company

For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime.

Founded in 1845

New York, New York, USA

10001+ employees

https://www.newyorklife.com/

H1B Sponsorship

New York Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (149)

2024 (99)

2023 (85)

2022 (77)

2021 (48)

2020 (65)