Application Support & Maintenance Lead

New York Life Insurance Company (“New York Life” or “the company”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterey New York Life in Mexico.

New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2015 operating earnings of $1.875 billion. Total assets under management at year end 2015, with affiliates, totaled $528 billion. New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 8/11/15).

Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.

Role Summary

  • The AS&M Lead directs development, maintenance, and support activities for a line of business within the production environment to remedy and address performance issues. The AS&M Lead supervises developers to provide break/fix and code modification, engaging with and managing vendors as needed, and ensuring actions are appropriately prioritized and assigned to development teams to address identified problems and to ensure on-time resolution. The AS&M Lead also supervises technologists with the responsibility of supporting the development, test, and end-user LOB application environments.
  • Manager of a team of Development professionals. Establishes plans and objectives for the team, directs and develops staff, and ensures resources are in place and operating effectively to meet business goals. Accountable for results of the team including quality of work, timeliness, and meeting budget goals.

Key Responsibilities

  • Accountable to ensure that processes and procedures for their area are aligned with best practices and technology standards, and optimally support the business
  • Conducts workload planning
  • Directs vendors related to their area(s) of the infrastructure; negotiates, manages and enforces contracts and SLAs
  • Engages with and manages the relationship with the vendor
  • Conduct monthly/quarterly reviews and supplier performance against SLAs and OLAs across LOBs and technology functions (e.g., Application Development, Infrastructure)
  • Participate in vendor selection process with Category Manager, providing input on vendor’s past performance
  • Manage supplier relationship during transitional exit and ensure fulfilment of supplier responsibilities during exit period
  • Ensure day-to-day functionality of solutions in production
  • Ensures actions are appropriately prioritized and assigned to Development teams to address problems identified, and ensure on-time resolution
  • Ensures implementation of support and maintenance processes
  • Manage releases; works with operations and production release teams to ensure software deployability
  • Manages metrics for particular clusters
  • Oversees maintenance and support activities within Production environment to remedy and address performance issues
  • Oversees measurement and reporting of incident and problem management and resolution within Investments IT
  • Participate in Application Disaster Recovery and Continuity Management
  • Perform small solution enhancements and conduct problem management in coordination with vendor partner
  • Supervises group of application administrators and specialists support investments systems and call center technologies
  • Supervises group of Developers to provide some break/fix and code modification
  • Supports the budget in planning and execution
  • Can resolve conflicting/competing needs from different areas of the business, influencing senior management as necessary.
  • Responsible for the coordination and execution of the team and establishing, maintaining and implementing the tools, methods and procedures for the development process.
  • Contributes and manages to workforce plans created by Level 2 management.
  • Provides recommendations to users on appropriate solutions, along with guidance concerning the business implications of application development projects.
  • Directs, manages, plans and oversees the operational and administrative activities of staff in the assigned area. Ensures that activities of the team are aligned with related functions and initiatives.
  • Ensures system and business requirements are met by monitoring available metrics and collecting feedback.
  • Leads projects to modify/enhance existing applications.
  • Leads the team to achieve higher levels of competency, effectiveness and internal process improvement.

Domain-Specific Knowledge:

  • Knowledge of Life Insurance and/or Distribution processes is a plus
  • Knowledge of mainframe and administration systems is a plus

Education / Training

  • BA/BS degree in engineering or equivalent experience

Previous Experience

  • 10+ years of relevant experience

Required Skills / Knowledge

  • Applies understanding of the company and how own area contributes to the achievement of objectives
  • Experience managing vendor relationships
  • Experience working with high availability environments
  • Extensive knowledge and experience in multiple disciplines within a technology domain
  • Minimum Required:
  • Possesses a strong working knowledge of all the major features and functions of the software used in the management of an element of the infrastructure, and applies that knowledge and judgment to perform maintenance, support, problem solving and planned configuration changes
  • Possesses technical documentation and system diagramming skills
  • Requires advanced understanding of practices and procedures in own discipline and basic knowledge of other disciplines
  • Requires advanced understanding of practices and procedures in own discipline and basic knowledge of other disciplines
  • Has advanced and in-depth knowledge of the strategic plans/initiatives and critical success factors of assigned business unit(s).
  • Maintains an understanding of business plans and strategies of competitors and of industry in general.
  • Possesses a strong understanding of application development methods, including agile and waterfall, and their application.
  • Knowledge of Life Insurance and/or Distribution processes a plus



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  • Based on revenue as reported by “Fortune 500, Ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 15, 2015. See for methodology.

1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US(GAAP), with certain adjustments Company believes to be appropriate as a measurement approach ( non GAAP), primarily the removal of gains or losses on investments and related adjustments.

2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.

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