Incident Management Lead Engineer

MFS Investment Management • Boston, MA

4d • $98,500 - $141,500 • Hybrid

About The Position

The IT Service Management Lead Engineer is a senior member of the Problem Management function, leading and governing Incident and Problem Management processes to support service stability, reduce business impact, and improve operational resilience. The role coordinates major incidents and problem records from initiation through resolution or completion, facilitates governance meetings, establishes ownership, maintains accurate documentation, tracks corrective and preventive actions, and ensures follow-through.

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

This is a hybrid role. The position may require incident and problem management activities outside regular business hours, including evenings and weekends, and participation in established on-call and escalation procedures. Applicants must be authorized to work in the United States on a full-time basis; the role is not eligible for sponsorship.

Requirements

• Bachelor’s degree or equivalent experience.
• ITIL 4 Foundation certification is a plus, or at least 5–6+ years of IT Service Management experience with significant responsibility for Problem, Incident, or Major Incident Management.
• Ability to rapidly assess technology incidents and explain business impact, including impact 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 agenda preparation, attendee coordination, decision documentation, action tracking, and follow-through to 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.
• Demonstrated experience coordinating Major Incident response with Business Continuity, Disaster Recovery, Crisis Management, Enterprise Risk, Cybersecurity, and executive leadership.
• Composure, sound judgment, organization, and decision-making ability in high-pressure, time-sensitive situations.
• Availability to support timely escalation, coordination, and communication outside regular business hours, including evenings and weekends, as required by on-call and escalation procedures.
• Authorization to work in the United States on a full-time basis; sponsorship is not available.

Nice To Haves

• Experience 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, and executive engagement.
• Assume command of response to critical and high-severity technology disruptions, establishing a single coordination point across technical teams and stakeholders through restoration and transition to post-incident review.
• Facilitate daily operational reviews, weekly governance meetings, and executive service reviews addressing 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.
• Own Incident and Problem Management practices and promote consistent execution of ITIL-aligned processes across the technology organization.
• Maintain accurate and auditable incident and problem records, including 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 issues and service disruptions.
• Validate ownership, accountability, escalation paths, communication requirements, due dates, policy compliance, and closure criteria for incidents and problems.
• Identify and implement operational resilience improvements through process optimization, automation, monitoring and observability enhancements, stronger controls, and operational best practices.
• Analyze incidents and problems to identify 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 ITSM process oversight.
• 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 a 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 of 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 leaves.
• Choice of medical and dental plans, with an employer contribution to a Health Savings Account.
• Tax-deferred commuter benefits and flexible spending accounts for medical and dependent care.
• Wellness programs, including wellness webinars, an employee assistance program focused on mental health, and a subsidized fitness benefit through Wellhub.

What This Job Offers

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