Field Experience App Support Lead — Observability & Incident Pro

New York Life Insurance Co.

New York (NY)

Hybrid

USD 112,000 - 159,000

Full time

5 days ago

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Benefits offered by this job

Benefits package including paid leave

Adoption assistance

Student loan repayment programs

Job summary

New York Life Insurance Co. is seeking a Field Experience Application Support Lead to ensure production stability and a consistent end-user experience across Field Experience IT and business managers.

You will own operations, incident management, and service delivery in a complex, multi-platform environment. The role requires hands-on experience with observability tools, cloud operations, and strong leadership to drive continuous improvements and cost-effective run operations in a hybrid work

Qualifications

Experience in production application support within a large enterprise.
Strong knowledge of ITIL processes and incident management.
Ability to lead cross-functional teams under pressure and communicate clearly.
Hands-on troubleshooting with business impact awareness.

Responsibilities

Promote understanding of field-experience support and improve collaboration across teams.
Oversee incident, problem, change, and service-request management with 99.5% availability.
Lead operational reviews, track SLAs/SLOs, and publish health dashboards.
Coordinate major incident response end-to-end with RCA and permanent fixes.
Monitor health with observability tools and drive automation to reduce toil.