Managed File Operations Lead

Brown Brothers Harriman • Boston, MA

3d • $130,000 - $190,000

About The Position

The Managed File Operations Lead leads the global Momentum Operations team and is accountable for the stability, reliability, security, governance, and continuous improvement of the Momentum Managed File Transfer platform and related services. The role oversees platform monitoring, production support, incident management, client onboarding, Momentum profile builds, change implementation, disaster recovery testing, and service delivery governance.

As the senior operational leader and steward of the Momentum environment, this person drives accountability, process standardization, technical discipline, and service quality in partnership with Engineering, Infrastructure, Security, Risk, Compliance, vendors, clients, and business stakeholders. The role combines technical operations leadership, people management, strategic planning, risk management, and client service oversight. It requires protecting production, enforcing controls, and challenging, delaying, or rejecting requests that fail to meet testing, security, operational, or supportability requirements.

The position also governs operational readiness and implementation of changes and client onboarding, maintains appropriate access and risk controls, supports business continuity and disaster recovery, and leads improvements to service stability, resiliency, efficiency, and supportability.

Requirements

• Bachelor's degree in computer science, Information Technology, Management Information Systems, Business, or a related field, or equivalent relevant experience.
• At least 8 years of experience in technology operations, production support, infrastructure operations, managed file transfer, or platform management.
• At least 5 years of leadership and management experience.
• Experience managing mission-critical production platforms in financial services or a similarly controlled environment.
• Experience leading global operations teams and supporting 24x7 service models.
• Demonstrated experience with incident management, root cause analysis, problem management, change control, service delivery, and operational risk.
• Demonstrated experience reviewing technical implementations and enforcing production readiness standards.
• Experience establishing governance for client onboarding, configuration management, or repeatable technical build processes.
• Strong leadership, judgment, and team development skills.
• Strong technical curiosity and ability to understand complex systems, dependencies, and operational consequences.
• Excellent written, verbal, client, and executive communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to manage competing priorities without lowering control or testing standards.
• Strong client service orientation balanced with sound engineering judgment and operational discipline.
• Respect for policy, procedure, change control, security, and production governance.
• Ability to identify risk, challenge assumptions, ask difficult questions, and stand firm when operational integrity is at risk.
• Ability to lead through ambiguity and influence across organizational boundaries.
• Ability to translate technical and operational risks into clear business impacts and decisions.
• Working knowledge of Microsoft Office, reporting tools, operational dashboards, and service management platforms.

Nice To Haves

• Hands-on leadership experience supporting Managed File Transfer platforms, preferably Momentum.
• Experience with SFTP, secure file transmission, encryption, certificate management, endpoint configuration, network connectivity, and secure data exchange services.
• Understanding of file routing, scheduling, dependencies, naming standards, automation, monitoring, and operational recovery.
• Experience with ServiceNow and established incident, problem, change, request, and configuration management practices.
• Knowledge of business continuity, disaster recovery, operational resilience, security controls, and audit requirements.
• Experience working closely with infrastructure, software engineering, network, database, security, risk, and compliance teams.

Responsibilities

• Lead and manage the global Momentum Operations team responsible for production support, platform administration, client onboarding, and profile builds.
• Set performance objectives, conduct regular performance discussions and annual reviews, and develop staffing models, technical coverage, and support rotations for a mission-critical 24x7 service.
• Build team accountability, collaboration, procedural discipline, and continuous improvement; ensure the team has appropriate documentation, training, and technical knowledge.
• Own the Momentum operational support model, ensuring clear issue ownership, status tracking, escalation paths, and resolution plans.
• Lead response to production incidents and major service disruptions, coordinating Operations, Engineering, Infrastructure, Security, Risk, Compliance, and vendors.
• Monitor platform health, service objectives, operational measures, capacity, service trends, and recurring issues; identify risks and improvement opportunities.
• Define and monitor measures for operational effectiveness, risk, control adherence, incident trends, profile build quality, and service stability.
• Use ServiceNow, reporting tools, dashboards, and operational data to identify trends, recurring failures, control gaps, and opportunities for improvement.
• Track incomplete testing, failed changes, recurring incidents, overdue corrective actions, control exceptions, and undocumented manual processes through closure.
• Oversee incident response, root cause analysis, corrective actions, and problem management.
• Govern production implementations, maintenance, configuration changes, system upgrades, and platform releases; ensure testing, validation, implementation plans, rollback procedures, technical reviews, and risk assessments are completed before production changes.
• Ensure changes are tested in appropriate non-production environments; reject or delay changes that do not meet operational, engineering, security, compliance, testing, or supportability standards.
• Prevent unvalidated manual workarounds, unsupported processes, and control bypasses from becoming accepted production practices; partner with Engineering to improve resiliency, reduce recurring incidents, and address technical debt.
• Own governance and review of Momentum profile build and client onboarding requests, including review of configurations, routing, endpoints, directories, naming standards, schedules, dependencies, encryption, certificates, transmission protocols, processing logic, and support procedures.
• Confirm onboarding and profile build requests have complete business and technical requirements, accountable ownership, approvals, test evidence, implementation instructions, rollback steps, and production support documentation.
• Assess requests against platform standards, security requirements, operational controls, resiliency expectations, and long-term supportability; challenge designs or exceptions that create avoidable risk.
• Ensure profile builds are repeatable, documented, traceable, supportable by the global Operations team, and subject to separation of duties and appropriate review and approval controls.
• Serve as a senior escalation point for business partners and clients; drive effective issue resolution while maintaining technical, risk, and control standards.
• Lead clear communications during incidents, maintenance, production changes, and major operational events; build relationships across Technology, Operations, Risk, Compliance, vendors, clients, and business units.
• Explain decisions, risks, required controls, and remediation actions to technical and non-technical stakeholders, and challenge proposals that put production stability, client data, or operational integrity at risk.
• Protect production stability, client data, service integrity, and platform supportability; ensure adherence to procedures, engineering standards, security requirements, change controls, and compliance obligations.
• Maintain controls supporting regulatory, audit, access management, and data protection obligations; oversee platform access controls, privileged activity, operational governance, and periodic access reviews.
• Support and govern Business Continuity Planning and Disaster Recovery testing, including documented results and follow-up actions; identify risks, assign owners, track mitigations, and escalate unresolved concerns.
• Maintain technical understanding of Momentum architecture, configurations, integrations, transmission workflows, dependencies, and failure points; review technical designs and implementation plans for operational, security, resiliency, and supportability concerns.
• Partner with technical teams on capacity planning, monitoring, certificate management, encryption, secure transmission, patching, upgrades, and platform modernization.
• Ensure engineering decisions and operational procedures are documented and understood before transfer to Operations; promote automation and standardization while retaining risk-appropriate controls and human review.
• Develop operational roadmaps aligned with business, risk, and technology objectives; lead initiatives to improve automation, monitoring, process efficiency, service delivery, scalability, resiliency, and supportability.
• Improve operational maturity through documentation, knowledge management, training, standards, and team enablement; support modernization and future-state architecture while ensuring operational readiness and controlled implementation.

Benefits

• BBH compensation program includes base salary, discretionary bonuses, and profit-sharing.
• Benefits include long-term savings, healthcare, income protection, professional development opportunities, and time off.

What This Job Offers

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