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New York Life Insurance Co Digital Application Support & Maintenance Lead in Jersey, New Jersey

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. It’s a career journey you can be proud of, and you’ll 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 Fortune’s World’s 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 team’s 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

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Job Requisition ID: 83162

Nearest Major Market: New York City
Nearest Secondary Market: Newark
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