Description

Location Designation: Hybrid - 3 days per week

Role Overview :

We are seeking a highly analytical and detail-oriented Production Support Senior Associate to support a large portfolio of critical digital capabilities and platforms within New York Life's Field Experience (FX) value stream. This role sits in the centralized, horizontal Cross FX Enablement function within the Production Support Center of Excellence that partners with Product, BA, UAT, Engineering, Tech Production Support Team and the Help Desk to ensure release readiness, rapid incident resolution & communication, and a strong feedback loop from production back to product backlogs.

You will run day-to-day queue review of production tickets to ensure on time resolution, track known defect backlogs through releases and hypercare, escalate readiness and training gaps, participate in knowledge transfer prior to releases, and represent the voice of the our agents in prioritization discussions. You will also help draft clear business communications for high-priority incidents and convert trends into actionable insights for BA/POs.

What You'll Do :

1) Incident & Defect Operations

• Triage inbound tickets, validate severity/business impact, chase stuck items, and coordinate repro steps with QA/Engineering and tech production support teams.
• Track release-carried defects and hypercare items, flag risk of volume spikes to Help Desk and mitigation approach proactively, advocate prioritization with PO/PI planning.
• Maintain accurate status/ETAs; ensure defects are opened, updated, and closed on time with clear acceptance evidence.

2) Release Readiness, Training & Help Desk Enablement

• Verify proactively release readiness stage gates (training, FAQs, field comms, Help Desk playbooks) to reduce user complaints and increase product quality confidence, escalate gaps promptly to the manager and PM/PO.
• Participate in any PO driven activities for release readiness tied to Help Desk enablement, reviewing KB articles, & scenario walkthroughs.
• Participate in release hypercare; ensure runbooks, rollback, and business comms are prepared and exercised.

3) Knowledge Transfer (KT) & Run-State Standards

• Support KT sessions from Engineering/PO/BA to Tech production support teams for assigned epics/features, raise awareness of known issues that may create spike, drive cross-preparation, and risk mitigation approach.
• Participate in environment/readiness walkthroughs so tech support understands business context and user impact.

4) Problem Management & Insights

• Support RCAs and document corrective/preventive actions; monitor follow-through and validate fixes.
• Analyze patterns and trends across channels (incidents, VOC, Help Desk), and propose backlog items to BA/POs.
• Identify upstream process gaps (handoffs, testing, training) and recommend improvements to reduce production noise.

5) Stakeholder Collaboration & Business Communications

• Meet regularly with Tech Support, BA/PO/PM to review queues, quality gaps, and integration/back-end issues that impact advisor trust.
• For high-priority incidents, help draft business-friendly communications, coordinate with Field Enablement and Field Communication partners, and manage updates.
• Represent the user's voice in prioritization discussions; ensure larger experience gaps are routed to roadmaps/backlogs.

6) Metrics & Governance

• Track and report SLOs/SLAs, MTTR, severity mix, repeat incidents in partnership with Technology.
• Provide weekly insights packs and post-incident readouts; participate in retros and continuous improvement actions.

What You'll Bring :

You bring a user-first mindset and crisp communication, translating technical issues into clear business updates, drafting incident notices, and creating practical Help Desk knowledge articles-paired with strong ITSM rigor (ServiceNow/Jira), hands-on triage, and the discipline to drive tickets to timely closure.

You're a fast, cross-team coordinator with an analytical eye, chasing stuck items, aligning Engineering/QA/PO/UAT during incidents and hypercare, spotting patterns and VOC trends, and turning those insights into actionable backlog recommendations.



Required Skills :

• 5+ years in production/application support, incident/problem management, or business operations (financial/insurance a plus).
• Familiarity with ITSM/ticketing tools (ServiceNow/JSM/Jira) and defect/requirements traceability.
• Strong written/verbal communication; can translate technical detail into business-ready updates.
• Working knowledge of Agile/PI planning, change/release practices, and hypercare support.

Preferred Skills:

• Bias for action; excels at cross-team coordination and user-first decision making.
• Demonstrated ability to identify, define and understand a problem, have knowledge of root cause analysis, and research effective solutions for the customer
• Strong analytical, written, verbal and communication skills with the demonstrated ability to work with all levels within the organization.
• Must be very organized and have excellent follow-up skills
• Must be team oriented in interacting with a diverse group
• A proactive self-starter with the ability to work independently with minimal supervision

#LI - EM1

#LI - HYBRID

Pay Transparency

Salary Range: $100,000-$143,000

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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site .

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. Click here to learn more about New York Life's leadership in this space.

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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com .

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Job Requisition ID: 93339

Requisition #: 39915040

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