Incident Management Lead Engineer

MFS • Boston, MA

3d • Hybrid

About The Position

The IT Service Management Lead Engineer is a senior member of the Problem Management function responsible for leading and governing Incident and Problem Management processes that support service stability, reduce business impact, and improve operational resilience. The role coordinates major incidents and problem records from initiation through resolution or completion, facilitating governance meetings, establishing ownership, maintaining documentation, tracking corrective and preventive actions, and ensuring follow-through.

The position works with service owners, technical teams, and leadership to restore services, identify root causes, track remediation activities, and reduce recurring incidents. It maintains ITSM metrics and executive reporting on service health, major incidents, open problems, risks, aging items, and improvement opportunities. As a senior member of the function, the Lead Engineer promotes consistent ITSM practices, process improvement, automation, accountability, service reliability, and continuous improvement across the technology organization.

Requirements

• Bachelor’s degree or equivalent experience.
• ITIL 4 Foundation certification is a plus, or a minimum of 5–6+ years of IT Service Management experience with significant responsibility for Problem, Incident, or Major Incident Management.
• Ability to rapidly assess and explain technology incidents in terms of business impact, including impacts to investment management, trading, portfolio management, data availability or integrity, regulatory obligations, and critical business services.
• Strong knowledge of ITIL Incident and Problem Management, including governance, root-cause analysis, known errors, corrective actions, and continual improvement.
• Experience leading Problem Review Board or Problem Management meetings, including preparing agendas, coordinating attendees, documenting decisions, tracking actions, and following issues through closure.
• Experience managing root-cause analysis and post-incident reviews using methods such as 5 Whys, Fishbone/Ishikawa, or similar structured techniques.
• Strong experience with an enterprise ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or ServiceDesk Plus.
• Strong analytical skills to identify recurring incidents, trends, operational risks, systemic problems, and service-improvement opportunities.
• Excellent written and verbal communication skills, including the ability to translate technical issues into clear management and executive-level summaries.
• Strong organizational and facilitation skills, including the ability to coordinate multiple teams and drive accountability without necessarily having direct authority over them.
• Composure, sound judgment, organization, and decision-making ability in high-pressure, time-sensitive situations.
• Ability to support timely escalation, coordination, and communication when incident and problem management activities occur outside regular business hours, including evenings and weekends.
• Applicants must be currently authorized to work in the United States on a full-time basis; the position is not eligible for sponsorship.

Nice To Haves

• Experience working in a large enterprise, regulated, financial services, or high-availability environment.
• ITIL Foundation certification.
• Experience developing executive dashboards, incident scorecards, After-Action Report templates, root-cause-analysis artifacts, runbooks, communication templates, and governance reporting.
• Familiarity with operational resilience, business continuity, risk management, service ownership, and audit-ready documentation practices.
• Experience improving observability, alerting, automation, knowledge management, and self-recovery capabilities to reduce recurrence and improve response time.

Responsibilities

• Lead Major Incident Management activities with incident owners, coordinating response from detection through service restoration, including bridge management, stakeholder communications, escalation management, and executive engagement.
• Assume command of critical and high-severity Major Incident responses, providing a single coordination point across technical towers and stakeholders from declaration through restoration and post-incident review.
• Facilitate daily operational reviews, weekly governance meetings, and executive service-review forums focused on major incidents, root-cause analysis progress, problem records, service risks, and corrective actions.
• Drive the Problem Management lifecycle, ensuring timely root-cause analysis, After-Action Reports, known-error documentation, corrective action plans, and preventive measures.
• Serve as process owner and subject matter expert for Incident and Problem Management, promoting consistent execution of ITIL-aligned processes.
• Maintain accurate, auditable records of incidents, problems, decisions, timelines, evidence, communications, and corrective actions in approved ITSM platforms and supporting systems.
• Develop executive reporting and service-management metrics covering service health, incident trends, operational risks, SLA attainment, aging issues, and improvement opportunities.
• Partner with application, infrastructure, cloud, cybersecurity, service desk, business continuity, risk, and business stakeholders to coordinate complex cross-functional issues and service disruptions.
• Ensure governance standards are followed, including requirements for ownership, accountability, escalation paths, communications, due dates, policy compliance, and closure criteria.
• Identify and implement operational-resilience improvements through process optimization, automation, monitoring and observability enhancements, stronger controls, and operational best practices.
• Analyze incidents and problems for recurring patterns, systemic risks, service vulnerabilities, and emerging trends, and recommend targeted remediation.
• Support regulatory, audit, risk-management, and compliance activities by providing evidence, documentation, metrics, and process oversight related to ITSM controls and operational effectiveness.
• Coordinate Major Incident response with Business Continuity, Disaster Recovery, Crisis Management, Enterprise Risk, Cybersecurity, and executive leadership, including escalation into enterprise crisis-management processes when defined thresholds are met.
• Participate in the Major Incident Management coverage model and respond to critical incidents outside normal business hours as required by established on-call and escalation procedures.

Benefits

• Competitive incentive bonus based on individual and company performance.
• MFS contributes an amount equal to 15% of base salary to the employee’s retirement account, separate from the company-sponsored 401(k).
• Education assistance of $100 monthly, up to a $10,000 lifetime maximum, paid directly to the loan provider.
• Tuition reimbursement up to $8,000 annually.
• Access to discounted tutors and college coaches.
• Generous time off and fully paid leaves, including 20 weeks for maternity leave and 12 weeks for parental and caregiver leave.
• Choice of medical and dental plans and an employer contribution to a Health Savings Account.
• Tax-deferred commuter benefits and medical and dependent-care flexible spending accounts.
• Wellness programs, including wellness webinars, an employee assistance program focused on mental health, and a subsidized Wellhub fitness benefit with access to gyms, studios, virtual personal training, and well-being apps.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior