Manager - Platform Support

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.


 THE ROLE

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.

WHAT YOU WILL DO

• •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.

WHAT WE ARE LOOKING FOR

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.

PREFERRED SKILLS, QUALIFICATIONS & EXPERIENCE

• •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.

Job Description

THE ROLE

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

WHAT YOU WILL DO

Operational Leadership

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.

Team Leadership

Provide direction and guidance to a team of professional staff; manage performance and support career growth.

Foster accountability and teamwork within the department.

Operational Excellence

Solve complex technical and operational issues by applying specialized knowledge.

Act as the first point of escalation for incidents and service issues.

Collaboration & Stakeholder Engagement

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.

Risk, Compliance & Continuity

Ensure compliance with internal policies, regulatory standards, and audit requirements.

Support disaster recovery and business continuity activities, including testing.

Vendor Management

Monitor vendor performance and ensure SLAs are met.

Collaborate with external partners to maintain effective operations.

WHAT WE ARE LOOKING FOR

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