Corporate Vice President - IT Product Support Manager

New York Life is a financial services company focused on using technology, data, AI, and ventures to deliver business outcomes. The Corporate Vice President - IT Product Support Manager will lead production support operations for mission-critical investment applications across hybrid cloud environments, overseeing global support teams and ensuring availability, stability, performance, and resilience. The role will drive incident management, automation, observability, operational governance, vendor performance, and continuous improvement.

Responsibilities:

• Lead production support for mission-critical investment applications across AWS and on-premises environments, ensuring high availability, operational stability, and reliable service delivery while providing technical leadership to global L1.5/L2 support teams
• Drive enterprise incident, problem, change, and release management by leading critical (P1/P2) incident response, facilitating root cause analysis, implementing preventive actions, and improving operational metrics such as Mean Time to Detect (MTTD) and Mean Time to Respond (MTTR)
• Partner with Cloud Engineering, Infrastructure, Application Development, and Business teams to support cloud operations, production readiness, modernization initiatives, and operational best practices across hybrid cloud platforms
• Improve operational efficiency by implementing automation, observability, and AI-assisted operational capabilities using scripting, monitoring platforms, cloud-native services, and modern operational tooling to reduce manual effort and enhance production support
• Lead operational governance by managing vendor performance, ensuring compliance with security, audit, disaster recovery, and business continuity requirements, while mentoring team members and fostering a culture of operational excellence and continuous improvement

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent practical experience) with 8–10+ years of experience supporting enterprise applications in production environments, including technical leadership responsibilities
• Strong experience managing production support operations for mission-critical applications across hybrid cloud environments, including AWS and on-premises infrastructure, with expertise in Incident, Problem, Change, and Release Management
• Working knowledge of AWS services including EC2, CloudWatch, S3, Lambda, RDS, IAM, and Systems Manager, along with an understanding of hybrid cloud operations, cloud infrastructure, and production support best practices
• Hands-on experience with observability and monitoring platforms such as New Relic, CloudWatch, PagerDuty, and Sumo Logic, combined with scripting experience using Python, PowerShell, or Bash to automate operational tasks and improve support efficiency
• Experience leading geographically distributed support teams, managing vendor relationships, driving SLA performance, supporting batch processing and enterprise scheduling, and collaborating effectively across engineering, cloud, infrastructure, and business organizations
• Strong analytical, problem-solving, communication, and leadership skills with a continuous improvement mindset and demonstrated ability to leverage AI-enabled tools to improve operational productivity, incident investigations, and knowledge management
• Experience supporting investment management platforms such as CAMRA, Singularity, Investran, Salesforce, or comparable financial services applications
• Familiarity with Infrastructure as Code technologies such as Terraform or AWS CloudFormation, CI/CD pipelines, Site Reliability Engineering (SRE) practices, and cloud modernization initiatives
• Experience leveraging Generative AI tools such as Amazon Q, Microsoft Copilot, ChatGPT, or similar technologies to improve production support, operational analytics, incident documentation, and automation
• AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, AWS AI Practitioner, Microsoft Copilot or Generative AI certifications, FinOps Certified Practitioner, or related cloud and operational certifications