Senior Associate, Reliability Manager

Location Designation: Hybrid - 3 days per week 

Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities.  You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly. 

Role Overview:

As a Reliability Manager, your primary responsibility will be to ensure the stability and performance of critical IT systems that support key business operations and customer experiences. This role involves coordinating post-incident reviews, analyzing incident and performance trends, reporting on key operational metrics such as MTTR, and collaborating with engineering, support, and risk teams to improve system reliability. You will focus on driving operational analysis, cross-functional coordination, and strategic follow-through to strengthen our technology ecosystem and enhance resilience across platforms.

What You’ll Do:

• Facilitate post-incident review sessions focused on shared learning and follow-through.
• Ensure reliability-related actions are documented, prioritized, and tracked through delivery.
• Prepare monthly and annual reliability reports summarizing MTTR, incident trends, and performance against key metrics.
• Identify and represent recurring or high-impact reliability risks at risk management forums to ensure visibility and prioritization.
• Use strong data analysis and presentation skills—including Excel, PowerPoint, pivot tables, charts, and formula modeling—to highlight relevant insights for a range of audiences.
• Distill large data sets into meaningful reporting and dashboards appropriate for executive, operational, and cross-functional use.
• Own and maintain documentation of major incidents, communications, and response timelines using shared resources such as the team’s SharePoint site to support knowledge continuity and future automation.
• Collaborate with support, engineering, and risk teams to identify gaps in monitoring, incident readiness, and operational recovery.
• Contribute to the development and refinement of SLAs and SLOs.
• Coordinate with IT and business stakeholders to ensure reliability considerations are addressed throughout the operational lifecycle.
• Translate operational data into business-relevant reporting to inform decisions.
• Support efforts to improve observability, recovery capabilities, and response coordination.

What You’ll Bring:

• Bachelor’s degree (or equivalent experience) in Information Systems, Engineering, or a related field.
• 4–6 years of experience in IT operations, incident management, or reliability-focused roles.
• Strong data analysis and presentation skills, including proficiency with Excel, PowerPoint, pivot tables, charts, and formula modeling.
• Ability to identify meaningful data, synthesize it for reporting, and tailor presentation to fit the audience.
• Experience facilitating structured post-incident reviews and driving follow-up actions.
• Strong documentation practices, with the ability to maintain accurate, detailed records in shared systems.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Familiarity with operational KPIs such as MTTR, availability, and incident volume.
• Ability to work independently and manage priorities across multiple teams.

Required Skills:
• Incident management
• IT operations
• Data analysis and reporting
• Proficiency with Excel and PowerPoint
• Post-incident review facilitation
• KPI and performance metric tracking
• Communication with technical and non-technical teams
• Documentation and knowledge management
• Cross-functional collaboration
• SLA/SLO contribution and tracking

Preferred Skills:
• Experience with automation pipelines and CI/CD tools (e.g., Jenkins, GitHub Actions)
• Familiarity with developing and maintaining SLAs and SLOs
• Exposure to observability tools, monitoring practices, and incident management processes
• Experience in agile or DevOps environments
• Knowledge of ITSM platforms such as ServiceNow or Jira Service Management

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Pay Transparency

Salary Range: $95,000-$130,000 

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 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: 92133