> Markdown version of [/jobs/ext/2071768-manager-platform-support](https://www.wearedevelopers.com/jobs/ext/2071768-manager-platform-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager - Platform Support - **Company:** MFS Investment Management - **Location:** Boston, MA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, CA Workload Automation Ae, Cyber Security, Disaster Recovery, Identity and Access Management, Information Technology Operations, Message Broker, Power BI, Tableau (Software), Information Technology, Performance Monitor, Splunk, Appdynamics, Servicenow - **Published:** August 15, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/85342891/1 ## About the Role * 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., * Investment platform support experience with Charles River Investment Management Solution (CRIMS), BNY Eagle, and Heliograph Message Broker. * Experience with scheduling/workload automation (e.g., ControlM, 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. ## Description 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., * 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. ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Microservices architecture as a key element in building trading systems for global finance markets](https://www.wearedevelopers.com/videos/1196-microservices-architecture-as-a-key-element-in-building-trading-systems-for-global-finance-markets) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production)