Production Support, Senior Associate
About The Position
We are seeking a highly analytical and detail-oriented Production Support Senior Associate to support a large portfolio of critical digital capabilities and platforms within New York Life’s Field Experience (FX) value stream. This role sits in the centralized, horizontal Cross FX Enablement function within the Production Support Center of Excellence that partners with Product, BA, UAT, Engineering, Tech Production Support Team and the Help Desk to ensure release readiness, rapid incident resolution & communication, and a strong feedback loop from production back to product backlogs. You will run day-to-day queue review of production tickets to ensure on time resolution, track known defect backlogs through releases and hypercare, escalate readiness and training gaps, participate in knowledge transfer prior to releases, and represent the voice of the our agents in prioritization discussions. You will also help draft clear business communications for high-priority incidents and convert trends into actionable insights for BA/POs.
Responsibilities
- Run day-to-day queue review of production tickets to ensure on time resolution
- Track known defect backlogs through releases and hypercare
- Escalate readiness and training gaps
- Participate in knowledge transfer prior to releases
- Represent the voice of the our agents in prioritization discussions
- Help draft clear business communications for high-priority incidents
- Convert trends into actionable insights for BA/POs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
