Manager - Platform Support

MFS Investment Management • Boston, MA

11d • Hybrid

About The Position

The Manager of Platform Support leads day-to-day L1/L2 production support for business-critical investment trading and investment operations services. This role owns service reliability and operational readiness across monitoring/observability, batch and workload automation, incident triage and escalation, and ITIL-aligned incident/problem/change/release practices. The Manager ensures timely service restoration, clear communication of business impact and risk, and strong coordination across internal technology teams and vendors, with continuous improvement focus on automation, metrics, and resilient operations.

Requirements

• Knowledge of investment trading and/or operations workflows (e.g., order/trade processing, reconciliations, cash/holdings/positions, data feeds, batch EOD and SOD cycles, portfolio accounting dependencies).
• Strong written and verbal communication skills and the ability to work with various business and technical resources; able to clearly explain impact, risk, status, and remediation to business and technology stakeholders.
• 4+ years of people leadership and/or service-delivery leadership, including vendor oversight and/or global/offshore support models.
• Strong problem-solving skills and technical expertise in IT operations and service management processes.
• 6–8+ years in production support, service delivery, or platform operations; financial services experience preferred.
• Bachelor’s Degree in Computer science, Information Technology, or related field.
• Proven experience leading L1/L2 support for business-critical platforms with disciplined incident/problem/change/release/service transition practices.
• Experience with ITSM/ticketing, job/workload automation and scheduling, monitoring/observability, access management, and data-load triage.
• Demonstrated operational discipline building runbooks, SOPs, knowledge articles, support models, transition plans, service metrics, and continuous-improvement backlogs.
• Comfortable using dashboards/metrics, automation, and AI-enabled tooling to reduce manual effort and strengthen service resilience.

Nice To Haves

• Investment platform support experience with Charles River Investment Management Solution (CR‑IMS), BNY Eagle, and Heliograph Message Broker.
• Experience with scheduling/workload automation (e.g., Control‑M, AutoSys, Tidal, ActiveBatch, HCL Workload Automation/Maestro).
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Helix).
• Familiarity with monitoring/observability and reporting (e.g., Splunk, AppDynamics, Tableau, Power BI).
• Certificated ITIL Foundation or equivalent service-management experience.
• Familiarity applying automation/AI support-assist capabilities to improve support efficiency and resilience.

Responsibilities

• Lead daily operations for L1/L2 production support across trading, investment operations, portfolio accounting, reporting, and compliance-related data workflows, including enterprise scheduling and workload automation.
• Act as the primary management escalation point for major incidents, operational risks, SLA misses, recurring defects, and service-quality issues; drive triage, communications, and service restoration.
• Maintain stable batch and integration processing by resolving issues including delayed/failed jobs, missing/malformed files, vendor feed exceptions, access issues, outages, and failed interfaces across investment workflows.
• Participate in automation and AI-enabled support initiatives to improve efficiency and operational resilience.
• Drive ITIL-aligned incident, problem, change, release, and service transition practices, including operational readiness and controlled production releases.
• Ensure high-quality incident documentation and follow-through, including business impact, root-cause analysis, corrective actions, and prevention of recurrence.
• Translate repeat pain points into improvements in runbooks/SOPs, monitoring and alerting, automation, and escalation paths to reduce toil and improve reliability.
• Own service performance reporting (SLA results, trends, aged issues, risk items, automation opportunities, knowledge maturity, and vendor performance) and use data to drive prioritization.
• Support audit, compliance, and production-control requirements by maintaining evidence, procedures, access controls, and recovery documentation.
• Support disaster recovery and business continuity planning and testing.
• Partner with engineering, infrastructure, cybersecurity, architecture, data, and vendors to resolve issues and improve platform stability and resilience.
• Lead, coach, and develop staff; set expectations for ownership, documentation quality, customer service, and operational discipline.

Benefits

• MFS contributes an amount equal to 15% of your base salary to your retirement account that is separate from the company -sponsored 401(k)
• Education Assistance: MFS contributes $100 monthly up to $10,000 lifetime maximum directly to loan provider
• Education Assistance: Tuition reimbursement up to $8,000 annually
• Education Assistance: Access to discounted tutors and college coaches
• Generous time off and fully paid leaves including 20-weeks for maternity, 12-weeks for parental and caregiver leaves
• Choice of medical and dental plans and an and an employer contribution into the Health Savings Account
• Tax deferred commuter benefits & flexible spending accounts (medical & dependent care)
• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

What This Job Offers

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