Product Support Manager Jobs (NOW HIRING)

Location Designation: Hybrid - 3 days per quarter
Business Unit
Technology, Data, AI and Ventures (TDAV)
Business Unit Overview
Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology, data, AI and ventures to accelerate sustainable competitive advantage for New York Life's businesses. We build solutions that power how we serve policy owners, agents, advisors and employees while delivering measurable business outcomes.
Across technology, data, AI, cyber, product, digital experience, architecture and infrastructure, TDAV combines the scale and investment of an industry leader, access to leading-edge technologies and the opportunity to help shape how a world-class financial services company competes in the AI era - all backed by the stability and purpose of a mutual company built to last.
Role Overview
New 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 Bring
Required 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 Transparency
Salary 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.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.
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 hereto 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: 94640
About NY Life Insurance Company
Diversity & Humanity-two values that are deeply rooted in the New York Life culture and have laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. At New York Life you become a valued part of a welcoming, inclusive, and caring culture that has a long-standing legacy in stability and growth. The strength of New York Life revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance, and we want you to be a part of our legacy.
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 a diverse 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.
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.
Required Legal Notices - All Candidates Please Click Here