Senior Incident & Problem Management Lead Engineer

MFS Investments; Boston (MA); Hybrid; USD 99,000 - 142,000; Full time

Benefits offered by this job

Retirement contribution 15%

Tuition reimbursement

Education assistance

Parental leave

Wellness programs

Job summary

MFS Investments in Boston is seeking a senior IT Service Management Lead Engineer to govern Incident and Problem Management, drive stability, and improve operational resilience. You will coordinate major incidents from detection through resolution, working with service owners and technical teams to restore services and prevent recurrences.

The role emphasizes governance, executive reporting, and continuous improvement across ITIL-aligned processes.

Qualifications

• ITIL 4 Foundation certification a plus or 5–6+ years of IT Service Management experience with responsibility for Problem, Incident, or Major Incident Management.
• Strong knowledge of ITIL Incident and Problem Management, governance, root‑cause analysis, known errors, corrective actions, and continual improvement.
• Experience leading Problem Review Board / Problem Management meetings, coordinating attendees, documenting decisions, tracking actions, and closure.

Responsibilities

• Lead Major Incident Management activities, coordinating response, bridge management, stakeholder communications, escalation management, and executive engagement.
• Facilitate daily operational reviews and governance meetings focused on major incidents, RCA progress, and corrective actions.
• Drive the Problem Management lifecycle with timely RCA, AARs, known‑error docs, corrective action plans, and preventive measures.
• Serve as the process owner for Incident and Problem Management across the technology organization.
• Coordinate Major Incident response across multiple tech towers and stakeholders from declaration to post‑incident review.
• Maintain auditable records of incidents, problems, decisions, timelines, and evidence in ITSM platforms.
• Develop executive reporting and service‑management metrics to show health, risk, aging issues, and improvement opportunities.

Skills

Incident management

Problem management

Major incident management

Executive communication

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Jira Service Management

ServiceDesk Plus

Job description

MFS Investments in Boston is seeking a senior IT Service Management Lead Engineer to govern Incident and Problem Management, drive stability, and improve operational resilience. You will coordinate major incidents from detection through resolution, working with service owners and technical teams to restore services and prevent recurrences.

The role emphasizes governance, executive reporting, and continuous improvement across ITIL-aligned processes.