Senior Associate, Application Support Analyst

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:

You'll be responsible for ensuring the stability, reliability, and performance of key applications that support our business operations. This role involves incident triage, root cause analysis, proactive monitoring, and continuous improvement of support processes. You'll work closely with business users, infrastructure teams, and vendors to resolve issues quickly and maintain high system availability.

In addition to core support responsibilities, you will also collaborate with Agile development teams to represent Application Support needs throughout the software development lifecycle. This includes contributing to support readiness during planning and helping ensure new features and systems are designed with operational support in mind.

What You'll Do:

Core Responsibilities

• Serve as a subject matter expert (SME) for key business-critical applications, providing leadership and mentoring to junior analysts across teams.
• Triage, troubleshoot, and resolve application support issues to minimize downtime and disruption for users.
• Make key support decisions during critical incidents, including escalation paths, recovery actions, and communication strategies. Document improvements for future response scenarios.
• Proactively monitor application performance and health using modern observability tools; identify and escalate gaps in visibility to leadership.
• Maintain accurate and up-to-date documentation of issues, resolutions, and system configurations.
• Coordinate the full support ticket lifecycle - including technical teams, vendors, and business users - ensuring timely resolution and stakeholder communication.
• Analyze trends from recurring issues and propose process, tooling, or monitoring improvements.
• Provide regular status updates to management on open issues, risks, and blockers.
• Support cross-training and coverage to build team resiliency and operational depth.

Agile Collaboration

• Collaborate with Agile product and development teams to represent Application Support throughout the software development lifecycle.
• Review upcoming features for operational readiness, including logs, alerts, runbooks, and support documentation.
• Participate in sprint ceremonies and release planning to advocate for scalable and supportable designs.
• Track support deliverables using Agile tools (e.g., Jira, Kanban boards).

Team Engagement

• Facilitate internal knowledge-sharing sessions, retrospectives, and training workshops to scale support capabilities and cross-functional knowledge.
• Adhere to team standards for ticketing, documentation, and knowledge management.
• Foster a culture of continuous learning, collaboration, and high accountability within the support team.

What You'll Bring

• Bachelor's degree (or equivalent experience) with 3-5 years of technical support experience in a hybrid application environment.
• Proven experience supporting distributed and mainframe-based applications.
• Strong technical troubleshooting, incident response, and problem-solving skills.
• Familiarity with database querying, log analysis, and end-to-end application workflows.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Demonstrated leadership during incident management and mentoring within support teams.
• Familiarity with Agile development frameworks (e.g., Scrum, Kanban) and tools such as Jira, Kanban boards, or equivalent.
• Experience using monitoring and observability tools (e.g., New Relic, Sumo Logic, AppDynamics).
• Experience conducting or contributing to retrospectives and post-incident reviews.

Desirable Skills

• Proficiency with databases and SQL for querying, troubleshooting, and supporting data-driven applications.
• Knowledge of cloud platforms (e.g., AWS, Azure) and hybrid/cloud-native system support best practices.
• Scripting or automation experience (e.g., PowerShell, Python) to improve operational workflows.
• Familiarity with DevOps or SRE practices such as CI/CD, resilience engineering, and postmortem processes.
• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Interest in continuous improvement and building a forward-looking support culture.

Pay Transparency

Salary Range:$85,000-$115,000

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 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: 92101