VP, ITSM Incident & Problem Leader (Hybrid)

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

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.