Corporate Vice President - ITSM Major Incident & Problem Manager

New York Life Insurance Co.; New York (NY); Hybrid; USD 133,000 - 190,000; Full time

Job summary

New York Life Insurance Co. is seeking an ITSM Major Incident & Problem Manager to oversee the end-to-end handling of major incidents and related problems that affect business operations. The role focuses on timely restoration of services, MTTR reductions, and governance of incident processes.

Ideal candidates will lead cross-functional teams, drive continuous improvement, and ensure thorough root cause analysis with clear documentation and metrics for governance packages.

Qualifications

• Strong knowledge of ITSM frameworks and tools.
• Experience leading incident management in high-pressure environments.
• Excellent verbal and written communication with stakeholders.

Responsibilities

• Manage end-to-end IT major incidents and related problems; ensure system restoration with minimal business impact.
• Coordinate cross-functional incident response teams and meetings; communicate updates to stakeholders.
• Lead post-incident reviews to identify improvements and document lessons learned.
• Develop and implement improvements to incident management processes and training.

Skills

ITSM

Incident management

Leadership

Communication

Problem solving

Data analysis

Education

Bachelor's degree in Information Technology/Computer Science

Tools

ServiceNow

Job description

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 highly skilled ITSM Major Incident & Problem Manager to join our team. The ITSM Major Incident & Problem Manager is responsible for managing and coordinating the response to major incidents that significantly impact business operations as well as the problem management activities that may follow. This role involves ensuring that incidents are resolved efficiently and effectively, minimizing downtime and disruption to services provided to our user base.

What You'll Do

The ideal candidate will be responsible for the end-to-end management of all IT major incidents and associated problems, ensuring for system restoration while limiting impact to clients and partners. This role involves the incorporation of toolsets and functionality to enhance major incident management processes to drive reductions in Mean Time to Resolution (MTTR). This position will be responsible for the following:

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

What You'll Bring

• Technical Expertise: Strong understanding of IT infrastructure, applications, and services. Familiarity with IT Service Management (ITSM) frameworks and tools.
• Leadership and Coordination: Proven ability to lead and coordinate cross-functional teams in high-pressure situations. Excellent organizational and time management skills.
• Communication Skills: Exceptional verbal and written communication skills. Ability to convey complex technical information to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and make quick decisions under pressure in complex technology landscapes.
• Experience: Previous experience in incident management or a related field. Familiarity with major incident management processes and best practices.
• Data Analysis: 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 Skills

• ITIL certification or equivalent.
• Strong analytical and problem-solving skills.
• 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

Job Level: LEVELPF5

Pay Transparency

Salary Range: $133,000-$190,000

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.

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.

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.