Location Designation: Hybrid - 3 days per quarter
Business UnitTechnology, Data, AI and Ventures (TDAV)Role OverviewNew York Life is seeking an
IT Production Support Manager to lead production support operations for mission-critical investment applications deployed across hybrid cloud environments. This role is responsible for ensuring the availability, stability, performance, and resilience of enterprise applications while driving operational excellence through automation, observability, and modern support practices.
As part of the Technology, Data, AI and Ventures (TDAV) organization, you will lead global production support teams, partner with engineering, cloud, infrastructure, and business stakeholders, and champion continuous improvement initiatives that reduce operational risk and improve service reliability. This hands-on leadership role combines deep expertise in production support, AWS operations, incident management, and operational automation with the ability to leverage AI-enabled technologies to improve productivity, accelerate incident response, and enhance service delivery.
What You'll Do- 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.
What You'll BringRequired Skills- 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.
Preferred Skills- 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.
Pay TransparencySalary Range: $147,500-$211,000
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.
Our BenefitsWe 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 hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Job Requisition ID: 94640
