Location Designation:Hybrid - 3 days per week

We are seeking an experienced technology operations leader to serve as the Delivery Lead, Operations & Maintenance within Field Productivity Technology. This shared, horizontal leadership role supports multiple vertical delivery teams by ensuring the stability, resilience, and operational readiness of advisor- and agent-facing platforms.

The ideal candidate has deep expertise in DevOps, Site Reliability Engineering (SRE), and IT Service Management (ITSM), combined with a proven track record managing large-scale platforms in cloud and hyperscaler environments (AWS, Azure, GCP). This leader will drive the evolution of traditional support models toward automation-first, AI-enabled operations, embedding reliability into agile delivery and ensuring real-time observability and business-aligned incident management.

What You'll Do:

Operational Reliability & Resilience

• Own the health, uptime, and reliability of Field Productivity platforms across advisor and agent ecosystems
• Lead the transition from traditional support models to DevOps and SRE-aligned operations
• Leverage AI/ML-powered monitoring (AIOps) to detect, predict, and prevent incidents proactively

Incident, Change & Release Management

• Oversee incident response, root cause analysis, release readiness, and environment support
• Establish clear ownership during incidents and drive cross-team resolution and communication
• Automate incident response, recovery, and change workflows; govern uptime SLAs and audit readiness

Vendor & Enterprise Coordination

• Manage vendor operations teams and enforce accountability for SLAs and incident resolution
• Partner with enterprise teams (Security, Architecture, Compliance, Delivery) for aligned execution
• Create a shared ownership model with internal and external partners for operational performance

Observability & Monitoring

• Implement and manage observability practices (logs, metrics, traces, synthetic monitoring)
• Use hyperscaler-native tools and third-party platforms for real-time insights
• Introduce shift-right testing and production validation for quality at scale

Automation & Continuous Improvement

• Drive automation across patching, upgrades, incident handling, and release deployment
• Partner with engineering and QA to embed resilience into delivery pipelines
• Continuously improve KPIs: uptime, MTTR, change failure rate, incident volume, release velocity

Team & Stakeholder Engagement

• Lead and scale distributed operations teams across multiple locations and time zones
• Build strong partnerships across business and technology stakeholders
• Represent Field Productivity Technology in resiliency, cloud operations, and enterprise support forums

What You'll Bring:

• 15+ years of experience in technology operations, platform support, or site reliability leadership
• Proven success managing high-severity incidents and cross-functional coordination
• Deep understanding of DevOps, SRE, and ITSM/ITIL frameworks in agile enterprise environments
• Hands-on experience with AWS, Azure, GCP, and observability tools
• Experience managing vendor teams and enforcing SLAs/performance targets
• Knowledge of compliance and security standards in enterprise operations
• Executive presence with strong communication and problem-solving skills
• Preferred Certifications: ITIL, SRE Foundation, DevOps Leader, TOGAF, AWS/GCP/Azure Architect-level

Tools & Technology Exposure

Cloud & Hyperscaler Platforms:
AWS (CloudWatch, Lambda, ECS/EKS), Azure (Monitor, App Insights), GCP (Stackdriver, GKE)

Observability & Monitoring:
Dynatrace, Datadog, New Relic, Splunk, ELK Stack, Prometheus, Grafana

Incident & Change Management:
ServiceNow, PagerDuty, Opsgenie, Jira Service Management

Automation & Infrastructure-as-Code:
Terraform, Ansible, Chef, Puppet

CI/CD & Deployment Automation:
Jenkins, GitLab CI, Azure DevOps, ArgoCD

AIOps & Intelligent Ops:
Moogsoft, BigPanda, BMC Helix, or similar ML-powered incident management tools

Security & Compliance:
Qualys, Tenable, Prisma Cloud, OWASP ZAP

What You'll Enable

• Reliable, stable, and production-ready platforms that scale with advisor and agent needs
• Proactive, AI-enabled operations that reduce downtime and enhance resilience
• Automation-first support workflows to increase efficiency and reduce manual effort
• Faster recovery, improved incident response, and real-time observability
• Business-aware communication and stakeholder confidence during incident events
• Strong partnerships

Pay Transparency

Salary Range:$144,000-$205,500

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 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 theFoundation.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: 92874