VP, ITSM Major Incident & Problem Management

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

Benefits offered by this job

Leave programs

Adoption assistance

Student loan repayment

Job summary

New York Life Insurance Co. is seeking an ITSM Major Incident & Problem Manager to lead end-to-end major incidents and the associated problem management lifecycle. You will ensure rapid system restoration and minimize client impact across services.

Key responsibilities include incident response coordination, post-incident reviews, governance, and driving continual improvement using data analysis and ITIL-aligned practices. Strong communication with stakeholders is essential.

Qualifications

• Knowledge of ITSM frameworks and tools.
• Experience leading cross-functional incident response.
• Strong communication with senior stakeholders.

Responsibilities

• Lead end-to-end management of IT major incidents and related problems.
• Coordinate an incident response team across departments.
• Provide timely updates to stakeholders and senior management.

Skills

ITSM

Leadership

Communication

Problem solving

Data analysis

ITSM processes

ITIL

ServiceNow

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 lead end-to-end major incidents and the associated problem management lifecycle. You will ensure rapid system restoration and minimize client impact across services.

Key responsibilities include incident response coordination, post-incident reviews, governance, and driving continual improvement using data analysis and ITIL-aligned practices. Strong communication with stakeholders is essential.