Senior Associate Production Support #83423


Date: Mar 29, 2021

Location: Tampa, FL, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. 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


  • Senior Associate Production Support services for a multi platform, multi service provider, dynamic Call Center environment and  Agile based development teams. 
  • Interacts with customers and other Systems department personnel to triage, recommend solutions and/or resolve production issues on software and business applications that support the NYL Direct business customers.  
  • Proactively identifies opportunities to apply technologies to business processes. 
  • Understands the business processes and can quickly grasp new processes. 
  • Examines business production situations and recommend technical solutions. 
  • Accountable for the transition from application production support to the development product owners. 
  • Perform other assignments to comply with business strategies and initiatives of Technology Shared Services department 
  • Assist in the implementation and support of vendor system software packages to meet business requirements. 
  • Work with technical peers to assure health of production environments by identifying trends with production issues. 


Required Qualifications:


  • Strong Business Process knowledge of applications & workflow 
  • Ability to review code and determine logic and data flow errors in RPG, Java, and .Net. 
  • Ability to coordinate through the full ticket life cycle, the efforts of all involved including end-users, vendors and internal systems staff. 
  • Conversant in multiple technologies ranging from network & firewall to application specific development platforms. 
  • Strong debugging & analysis skills  
  • Cloud service provider support & ticket knowledge 
  • Ability to work with a sense of urgency in a fast-paced, multi-tasking environment. 
  • Familiar with infrastructure software (e.g. Windows Server 2012,  Linux, Citrix, AWS, Oracle, SQL Server, Middleware, and Web services) and general configuration knowledge of each. 
  • Familiar with key application software (e.g. Pega, Unica Campaign, Interact, Fairfax, Fineos) and general knowledge of business function. 
  • Knowledge and experience with Trouble Ticketing systems (ServiceNow  or Remedy) 


Desired Qualifications:


  • Ability to learn system dependencies quickly and demonstrate knowledge of entire workflow. 
  • Knowledge of Life Insurance, BPM, Marketing and/or Telemarketing systems and applications.  
  • Knowledge and experience with custom  business applications 
  • Knowledge and experience with several development applications 
  • Experience with using FTP protocols and applications  
  • Application level understanding of Web Services involved with each Business process. 
  • Ability to use monitoring tools and provide current status to large groups in a real time environment.  






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Job Requisition ID: 83423 

Nearest Major Market: Tampa

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