Managed File Operations Lead

Brown Brothers Harriman; Boston (MA); On-site; USD 120,000 - 170,000; Full time

Job summary

Brown Brothers Harriman (BBH) in Boston seeks an accomplished Momentum Operations Leader to oversee production support, platform administration, client onboarding, and profile build activities. You will set objectives, drive staffing models, and ensure 24x7 service with strong governance.

Lead cross-functional incidents, coordinate with Engineering, Infrastructure, Security, Risk, and Vendors, and advance stability, risk controls, and continuous improvement across the Momentum platform.

Qualifications

• Experience leading a global, 24x7 production support or operations team.
• Proven ability to set objectives, manage performance, and conduct reviews.
• Strong collaboration across Operations, Engineering, Infrastructure, Security, Risk, and Vendors.
• Proficiency with incident management, change management, and problem management processes.

Responsibilities

• Lead and manage the Momentum Operations team responsible for production support, platform administration, client onboarding, and profile build activities.
• Establish clear performance objectives and conduct regular performance discussions and annual reviews.
• Develop staffing models, technical coverage, and support rotations for a mission-critical service.
• Build a culture of accountability, ownership, collaboration, and continuous improvement.
• Ensure documentation, training, and technical understanding to support Momentum safely and consistently.
• Oversee incident response, root cause analysis, and corrective actions for Momentum.
• Govern production implementations, maintenance activities, configuration changes, and platform releases.
• Coordinate cross-functional response activities across Operations, Engineering, Infrastructure, Security, Risk, Compliance, and vendors.
• Monitor platform health, risks, and improvement opportunities to drive stability and efficiency.
• Define and monitor measures for operational effectiveness, risk, and control adherence.

Skills

Leadership

Incident management

Service delivery

Cross-functional collaboration

Performance reviews

Tools

ServiceNow

Monitoring dashboards

Platform administration

Job description

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Principal Responsibilities

Leadership and Resource Management

• Lead and manage the global Momentum Operations team responsible for production support, platform administration, client onboarding, and profile build activities.


• Establish clear performance objectives and conduct regular performance discussions and annual reviews.


• Develop staffing models, technical coverage, and support rotations appropriate for a mission-critical, 24x7 service.


• Build a culture of accountability, ownership, collaboration, engineering respect, procedural discipline, and continuous improvement.


• Ensure the team has the documentation, training, and technical understanding required to support Momentum safely and consistently.

Service Delivery and Operational Management

• Own the operational support model for Momentum and ensure all issues have clear ownership, status tracking, escalation paths, and resolution plans.


• Provide leadership during production incidents and major service disruptions.


• Coordinate cross-functional response activities across Operations, Engineering, Infrastructure, Security, Risk, Compliance, and external vendors.


• Ensure achievement of service objectives and delivery commitments without compromising platform controls, stability, or client data protection.


• Monitor platform health, operational measures, service trends, capacity, and recurring issues to proactively identify risks and improvement opportunities.


• Drive improvements that increase platform stability, reliability, recoverability, efficiency, and long‑term supportability.


• Define, develop, and monitor meaningful 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 improvement opportunities.


• Track incomplete testing, failed changes, recurring incidents, overdue corrective actions, control exceptions, and undocumented manual processes to closure.

Incident, Problem, and Change Management

• Oversee incident response, root cause analysis, corrective actions, and problem management activities.


• Govern production implementations, maintenance activities, configuration changes, system upgrades, and platform releases.


• Ensure testing, validation, implementation planning, rollback procedures, technical review,