Apply on Employer Site

New York Life Insurance Company · 1 day ago

Corporate Vice President - ITSM Major Incident & Problem Manager

New York, NY

Full-time

Hybrid

Mid, Senior Level

$116K/yr - $166K/yr

New York Life Insurance Company is seeking a highly skilled ITSM Major Incident & Problem Manager to join their team. This role is responsible for managing and coordinating responses to major incidents impacting business operations and overseeing problem management activities to ensure efficient incident resolution.

FinanceFinancial ServicesInsurance

H1B Sponsor Likely

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 reporting and metrics presented to all levels of stakeholders as part of monthly governance packages including Key Performance Indicators (KPIs) and other metrics

Qualification

ITSM frameworksIncident managementRoot cause analysisITIL certificationServiceNowData analysisLeadershipCommunication skillsProblem-solvingOrganizational skills

Required

Strong understanding of IT infrastructure, applications, and services

Familiarity with IT Service Management (ITSM) frameworks and tools

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 or a related field

Familiarity with major incident management processes and best practices

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

Preferred

ITIL certification or equivalent

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 mod

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)