Manager - Platform Support

MFS Investment Management • Boston, MA

13d • Hybrid

About The Position

The Manager of Platform Support is responsible for managing the day-to-day L1/L2 support teams, operations of enterprise scheduling, incident/problem/change management, and outsourced production operations. This role ensures IT systems operate reliably and efficiently, aligning with departmental and organizational priorities. The Manager leads a team of professionals, adapts plans to address resource and operational challenges, and provides technical expertise to resolve complex issues. By promoting collaboration, supporting continuous improvement, and maintaining vendor relationships, the Manager ensures that IT services support business needs while maintaining compliance and operational standards

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 6-8+ years of experience in enterprise IT and incident/problem/change management and platform support or operations, including 4+ years of people leadership.
• Hands-on experience with enterprise scheduling systems (e.g., Control-M, AutoSys, Tidal)
• Strong technical expertise in IT operations and service management processes.
• Experience with AI and machine learning technologies, including their application in IT operations and support. (such as Robotic Process Automation (RPA), AI-Driven Monitoring Tools, and Predictive Analytics)
• Proficiency in data analysis and the use of AI tools to drive operational efficiencies and predictive maintenance.
• Understanding of AI-driven automation and its integration into existing IT processes.
• Proven ability to manage teams and achieve performance goals.
• Strong communication, collaboration, and problem-solving skills.

Nice To Haves

• Master’s degree in Computer Science, Information Technology, or related field.
• Experience in managing support operations for Investment Management companies.

Responsibilities

• Manage day-to-day operations for L1/L2 support teams, enterprise job scheduling, workload automation, incident/problem/change management, and IT production support.
• Adapt departmental plans and priorities to address operational needs and resource availability.
• Provide direction and guidance to a team of professional staff; manage performance and support career growth.
• Foster accountability and teamwork within the department.
• Solve complex technical and operational issues by applying specialized knowledge.
• Act as the first point of escalation for incidents and service issues.
• Partner with IT infrastructure, cybersecurity, development, and business teams to support effective service delivery.
• Contribute to cross-functional projects by providing expertise in platform support.
• Ensure compliance with internal policies, regulatory standards, and audit requirements.
• Support disaster recovery and business continuity activities, including testing.
• Monitor vendor performance and ensure SLAs are met.
• Collaborate with external partners to maintain effective operations.

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
• Number of Employees: 1,001-5,000 employees