Senior ITSM Problem Analyst & Incident Leader

New York Life Insurance Co.; New York (NY); Hybrid; USD 148,000 - 211,000; Full time

Job summary

New York Life Insurance Co. is seeking an ITSM Senior Problem Analyst to lead problem management across technology domains, guiding root cause analysis and permanent resolutions while minimizing service disruption for users.

You will partner with technology teams, service owners and vendors, strengthen Major Incident Management, run PAB meetings, and drive cross-functional incident response with clear ownership and timely executive updates.

Qualifications

• Bachelor's degree in Information Technology or related field.
• Experience with ITSM processes and frameworks.
• Familiarity with major incident management practices.

Responsibilities

• Lead end-to-end problem management across IT infrastructure and applications.
• Coordinate跨-functional teams and 3rd party analyses for RCAs and permanent fixes.
• Govern and report on KPIs, metrics, and governance packages.
• Strengthen Major Incident Management and coordinate incident response efforts.

Skills

Leadership

Coordination

Communication

Problem-solving

Data analysis

Incident management

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Job description

New York Life Insurance Co. is seeking an ITSM Senior Problem Analyst to lead problem management across technology domains, guiding root cause analysis and permanent resolutions while minimizing service disruption for users.

You will partner with technology teams, service owners and vendors, strengthen Major Incident Management, run PAB meetings, and drive cross-functional incident response with clear ownership and timely executive updates.