Senior Associate, Reliability Manager

 

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:

As a Reliability Manager, your primary responsibility will be to ensure the stability and performance of critical IT systems that support key business operations and customer experiences. This role involves coordinating post-incident reviews, analyzing incident and performance trends, reporting on key operational metrics such as MTTR, and collaborating with engineering, support, and risk teams to improve system reliability. You will focus on driving operational analysis, cross-functional coordination, and strategic follow-through to strengthen our technology ecosystem and enhance resilience across platforms.

 

What You’ll Do:

• Facilitate post-incident review sessions focused on shared learning and follow-through.
• Ensure reliability-related actions are documented, prioritized, and tracked through delivery.
• Prepare monthly and annual reliability reports summarizing MTTR, incident trends, and performance against key metrics.
• Identify and represent recurring or high-impact reliability risks at risk management forums to ensure visibility and prioritization.
• Use strong data analysis and presentation skills—including Excel, PowerPoint, pivot tables, charts, and formula modeling—to highlight relevant insights for a range of audiences.
• Distill large data sets into meaningful reporting and dashboards appropriate for executive, operational, and cross-functional use.
• Own and maintain documentation of major incidents, communications, and response timelines using shared resources such as the team’s SharePoint site to support knowledge continuity and future automation.
• Collaborate with support, engineering, and risk teams to identify gaps in monitoring, incident readiness, and operational recovery.
• Contribute to the development and refinement of SLAs and SLOs.
• Coordinate with IT and business stakeholders to ensure reliability considerations are addressed throughout the operational lifecycle.
• Translate operational data into business-relevant reporting to inform decisions.
• Support efforts to improve observability, recovery capabilities, and response coordination.

 

What You’ll Bring:

• Bachelor’s degree (or equivalent experience) in Information Systems, Engineering, or a related field.
• 4–6 years of experience in IT operations, incident management, or reliability-focused roles.
• Strong data analysis and presentation skills, including proficiency with Excel, PowerPoint, pivot tables, charts, and formula modeling.
• Ability to identify meaningful data, synthesize it for reporting, and tailor presentation to fit the audience.
• Experience facilitating structured post-incident reviews and driving follow-up actions.
• Strong documentation practices, with the ability to maintain accurate, detailed records in shared systems.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Familiarity with operational KPIs such as MTTR, availability, and incident volume.
• Ability to work independently and manage priorities across multiple teams.

 

Required Skills:
• Incident management
• IT operations
• Data analysis and reporting
• Proficiency with Excel and PowerPoint
• Post-incident review facilitation
• KPI and performance m