Digital Application Support Maintenance Lead


Date: Sep 26, 2021

Location: Jersey City, NJ, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




This role will oversee a portfolio of diverse technologies and enterprise platforms ensuring operational excellence and support within the Digital organization.  Working across delivery, infrastructure, security and third-party vendors, ensure solutions are performant and always available, customer issues are addressed meeting and exceeding SLAs and customer expectations, operational processes are adhered to and we are continually challenging ourselves to innovate and improve.  As this portfolio has very visible customer engagement solutions, ensuring data quality and integrity is paramount.


Key Responsibilities: 

  • Effectively interact with ASM teams internal and external to Digital, sharing learnings, process improvements, technical knowledge where systems integrate
  • The ongoing performance monitoring and maintenance providing continuous improvements to processes and procedures
  • Take an active role in key enterprise processes that support operational excellence and govern our Production environments such as Change Advisory Board (CAB), SWAT calls, Incident Management
  • Support through a variety of different communication channels - potentially: email, phone, tickets, chat, video conference
  • Engage with vendors to resolve Production issues; be well versed in third-party vendors to ensure they are meeting required SLAs and KPIs
  • Work with on-shore/off-shore support team, providing support, direction, guidance to maintain and high level of productivity and efficiency in day-to-day tasks
  • Work with solution delivery teams to establish appropriate KT and quality levels ensuring rigor around Production readiness and the ASM team’s ability to support
  • Perform periodic reviews on technical and operational documentation ensuring all documentation is up-to-date and accurately reflects the Production state of the system
  • Work closely with Security, Infrastructure and other key enterprise teams to understand changes they are making to the Production environment; analyzing and providing transparency into potential risks, issues or impacts to Digital systems
  • Perform routine maintenance tasks
  • Lead, manage, support technology component upgrades as required
  • Identifies, tracks, resolves, responds and raises awareness of data quality and integrity issues



Required Skills

  • Degree in a STEM or Business field or equivalent
  • 3+ years proven experience in technical support of cloud-based applications
  • Proven experience working with on-shore/off-shore resource model
  • Working knowledge of cloud, SAAS and PAAS models
  • Working knowledge of application monitoring tools
  • Working knowledge of Salesforce CRM, data management platforms, and/or ETL processes
  • Proven experience effectively leading small teams
  • Proven ability to proficiently interact with business facing individuals and pivot to interacting with all levels of technical resources
  • Proven ability to effectively navigate across teams to solve incidents and issues; proactively identifying and working with appropriate technical resources
  • Strong software analysis, trouble shooting and conceptual skills
  • Excel at communicating (spoken, written, presentation) with an ability to express technical concepts in business terms
  • Ability to negotiate and navigate difficult or ambiguous situations, adapt and work effectively with a variety of situations, individuals and technologies
  • Takes ownership and accountability
  • Ability to work as part of a distributed product team
  • Forward thinking; ability to identify potential risks and issues, proactively providing recommendations for mitigating
  • Actively participate and collaborate within Agile teams to effectively plan and execute deliverables for each sprint
  • Embraces diversity and inclusion of thought
  • Ability to work across boundaries, building cross organizational relationships
  • Strong desire to develop and advance own skills through self-study, hands-on and shadow learning, formal instruction 


Preferred Skills

  • Experience and/or certifications in SalesForce
  • Development experience in SalesForce
  • Experience configuring monitoring and dashboards within the AppDynamics solution




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 our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 84084




Nearest Major Market: New York City
Nearest Secondary Market: Newark

Job Segment: Technical Support, Social Media, Developer, Data Management, Cloud, Technology, Marketing, Data