Platform Support Manager — Hybrid, Incident & Automation

MFS International Australia Pty Ltd; Boston (MA); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Retirement contribution

Student loan assistance

Tuition reimbursement

Education assistance

Wellness programs

Generous leave

Health plans

Commuter benefits

Job summary

MFS is seeking a Manager of Platform Support to lead day‑to‑day L1/L2 production support for critical trading and investment operations. You will own service reliability, incident triage, and ITIL-aligned practices while coordinating with internal teams and vendors to improve automation and resilience.

You will drive incident management, ensure timely service restoration, and translate pain points into runbooks and SOPs. Strong leadership and communication are essential to succeed in this role.

Qualifications

• Knowledge of investment trading and operations workflows.
• Strong written and verbal communication with stakeholders.
• 4+ years in people or service-delivery leadership.
• 6–8+ years in production support or platform operations.
• Bachelor’s Degree in CS/IT or related field.
• Experience with ITSM, workload automation, monitoring, and data triage.
• Proven ability to build runbooks, SOPs and knowledge bases.

Responsibilities

• Lead daily L1/L2 production support across trading and operations.
• Own incident triage, escalation, and service restoration.
• Maintain stable batch and integration processing; resolve issues.
• Drive ITIL-aligned incident, change, and release practices.
• Improve monitoring, automation, and resilience with data-driven approaches.

Skills

IT Operations

ITIL Processes

Incident Management

Service Delivery

Automation

Dashboards

Strong Communicator

Leadership

Education

Bachelor's Degree in CS/IT

Tools

Control-M

AutoSys

Tidal

ActiveBatch

Maestro

ServiceNow

Jira Service Mgmt

Splunk

Tableau

Power BI

Job description

MFS is seeking a Manager of Platform Support to lead day‑to‑day L1/L2 production support for critical trading and investment operations. You will own service reliability, incident triage, and ITIL-aligned practices while coordinating with internal teams and vendors to improve automation and resilience.

You will drive incident management, ensure timely service restoration, and translate pain points into runbooks and SOPs. Strong leadership and communication are essential to succeed in this role.