Senior Incident & Problem Management Lead

MFS International Australia Pty Ltd; Boston (MA); Hybrid; USD 99,000 - 142,000; Full time

Benefits offered by this job

15% retirement match contribution

Education assistance

Tuition reimbursement

Paid parental/maternity leaves

Wellness programs

Job summary

MFS is seeking an IT Service Management Lead Engineer to drive incident and problem management, ensure governance, and partner with cross-functional teams to restore services and reduce recurrence. The role focuses on ITIL-aligned practices, executive reporting, and continuous improvement across the technology organization.

The Lead Engineer will coordinate major incidents, oversee RCA activities, and deliver metrics and insights to leadership, while collaborating with application,

Qualifications

• Bachelor’s degree or equivalent experience.
• ITIL 4 Foundation certification a plus (or 5–6+ years ITSM experience).
• Strong knowledge of ITIL Incident and Problem Management and governance.
• Experience leading Problem Review Board/meetings; RCA and post-incident reviews.

Responsibilities

• Lead Major Incident Management and coordinate response from detection to service restoration.
• Facilitate governance meetings and executive service reviews.
• Drive problem management lifecycle with RCA, AARs, and preventive actions.
• Serve as process owner for Incident and Problem Management practices.

Skills

ITIL knowledge

Incident management

Problem management

Major incident

ServiceNow

Jira Service Management

Executive reporting

Stakeholder management

Leadership

Education

Bachelor’s degree or equivalent experience

Tools

ServiceNow

BMC Helix

Jira Service Management

ServiceDesk Plus

Job description

MFS is seeking an IT Service Management Lead Engineer to drive incident and problem management, ensure governance, and partner with cross-functional teams to restore services and reduce recurrence. The role focuses on ITIL-aligned practices, executive reporting, and continuous improvement across the technology organization.

The Lead Engineer will coordinate major incidents, oversee RCA activities, and deliver metrics and insights to leadership, while collaborating with application,