IT Service Management Lead Engineer

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.




THE ROLE

The IT Service Management Lead Engineer is a senior member of the Problem Management function responsible for leading and governing Incident and Problem Management processes that support service stability, reduce business impact, and improve operational resilience.

The role coordinates major incidents and problem records from initiation through resolution or completion. Responsibilities include facilitating governance meetings, establishing clear ownership, maintaining accurate documentation, tracking corrective and preventive actions, and ensuring appropriate follow-through.

For Incident and Problem Management, the position works with service owners, technical teams, and leadership to restore services, identify root causes, track remediation activities, and reduce recurring incidents.

The role also maintains ITSM metrics and executive reporting covering service health, major incidents, open problems, risks, aging items, and improvement opportunities.

As a senior member of the function, the Lead Engineer promotes consistent ITSM practices, process improvement, automation, accountability, service reliability, and continuous improvement across the technology organization.

WHAT YOU WILL DO

• Lead Major Incident Management activities, working closely with incident owner(s), to coordinate response efforts from detection through service restoration, including bridge management, stakeholder communications, escalation management, and executive engagement.
• Facilitate daily operational reviews, weekly governance meetings, and executive-level service review forums focused on major incidents, root cause analysis (RCA) progress, problem records, service risks, and corrective actions.
• Drive the Problem Management lifecycle, ensuring timely root-cause analysis, After-Action Reports (AARs), known-error documentation, corrective action plans, and preventive measures that reduce incident recurrence and improve service reliability.
• Serve as the process owner and subject matter expert for Incident and Problem Management practices, ensuring consistent execution of ITIL-aligned processes across the technology organization.
• Assume command of Major Incident response for critical and high-severity technology disruptions, establishing a single coordination point across different technical towers, and stakeholders from declaration through service restoration and transition to post-incident review.
• Maintain accurate and auditable records of incidents, problems, decisions, timelines, evidence, communications, and corrective actions within approved ITSM platforms and supporting systems.
• Develop and deliver executive reporting and service-management metrics, providing visibility into service health, incident trends, operational risks, SLA attainment, aging issues, and continuous improvement opportunities.
• Partner closely with application, infrastructure, cloud, cybersecurity, service desk, business continuity, risk, and business stakeholders to coordinate resolution of complex cross-functional issues and service disruptions.
• Ensure adherence to established governance standards by validating ownership, accountability, escalation paths, communication requirements, due dates, policy compliance, and closure criteria for incidents and problems.
• Identify and implement opportunities to improve operational resilience through process optimization, automation, monitoring and observability enhancements, controls strengthening, and operational best practices.
• Analyze incidents and problems to identify recurring patterns, systemic risks, service vulnerabilities, and emerging trends, and recommend targeted remediation strategies.
• Support regulation, audit, risk management, and compliance activities by providing evidence, documentation, metrics, and process oversight related to ITSM controls and operational effectiveness.

WHAT WE ARE LOOKING FOR

• Bachelor’s degree or equivalent experience.
• ITIL 4 Foundation certification a plus or a minimum 5–6+ years of IT Service Management experience, with significant responsibility for Problem, Incident, or Major Incident Management
• Demonstrated ability to rapidly assess and articulate technology incidents in terms of business impact, including impact to investment management, trading, portfolio management, data availability/integrity, regulatory obligations, and critical business services.
• Strong knowledge of ITIL Incident and Problem Management, including governance, root-cause analysis, known errors, corrective actions, and continual improvement
• Experience leading Problem Review Board / Problem Management meetings, including preparing agendas, coordinating attendees, documenting decisions, tracking actions, and following issues through closure.
• Experience managing Root Cause Analysis and post-incident reviews, including methodologies such as 5 Whys, Fishbone/Ishikawa, or similar structured RCA techniques.
• Strong experience with an enterprise ITSM platform, such as ServiceNow, BMC Helix, Jira Service Management, or ServiceDesk Plus
• Strong analytical skills to identify recurring incidents, trends, operational risks, systemic problems, and opportunities for service improvement.
• Excellent written and verbal communication skills, with the ability to convert technical issues into clear management and executive-level summaries.
• Strong organizational and facilitation skills, particularly the ability to coordinate multiple teams and drive accountability without necessarily having direct authority over those teams.
• Experience working in a large enterprise, regulated, financial services, or high-availability environment would be a strong preference
• Some incident and problem management activities may occur outside regular business hours, including evenings and weekends. This resource is expected to be available to support timely escalation, coordination, and communication.
• Demonstrated experience coordinating Major Incident response with Business Continuity, Disaster Recovery, Crisis Management, Enterprise Risk, Cybersecurity, and executive leadership, including escalation from technology incident management into broader enterprise crisis-management processes when defined thresholds are met.
• Demonstrated composure, sound judgment, organization, and decision-making ability during high-pressure, time-sensitive situations.
• Ability to participate in the Major Incident Management coverage model and respond to critical incidents outside normal business hours as required by established on-call and escalation procedures.

PREFERRED SKILLS, QUALIFICATIONS & EXPERIENCE:

• Experience developing executive dashboards, incident scorecards, AAR templates, RCA artifacts, runbooks, communication templates, and governance reporting.
• Familiarity with operational resilience, business continuity, risk management, service ownership, and audit-ready documentation practices.
• Experience improving observability, alerting, automation, knowledge management, and self-recovery capabilities to reduce recurrence and improve response time.
• None required. ITIL Foundation certification preferred

Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for sponsorship.

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Base Salary Range: $98,500.00 - $141,500.00

This position is eligible for competitive incentive bonus. 



At MFS, we believe in fair and transparent compensation. For that reason, we’re including the salary range for this position. This range reflects our good-faith expectation for what we’ll pay depending on the candidate’s experience, training and education. In addition to the salary, we also offer significant and competitive incentive compensation based on both individual and company performance. Other components of our Total Rewards Package include:

• MFS contributes an amount equal to 15% of your base salary to your retirement account that is separate from the company -sponsored 401(k) 

• Education Assistance: MFS contributes $100 monthly up to $10,000 lifetime maximum directly to loan provider

• Education Assistance: Tuition reimbursement up to $8,000 annually 

• Education Assistance: Access to discounted tutors and college coaches

• Generous time off and fully paid leaves including 20-weeks for maternity, 12-weeks for parental and caregiver leaves

• Choice of medical and dental plans and an and an employer contribution into the Health Savings Account

• Tax deferred commuter benefits & flexible spending accounts (medical & dependent care)

• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

Our compensation philosophy is to pay competitively for talent while ensuring equity across employees performing comparable work. We are committed to transparency – if you have questions about how we arrived at this range or what additional benefits and bonus opportunities come with the role, we’ll be happy to discuss them

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At MFS, we are dedicated to building a diverse, inclusive and authentic workplace. If you are excited about this role but your past experience doesn't align perfectly, we encourage you to apply - you might be just the right candidate for this role or others.

MFS is a hybrid work environment (remote/onsite) unless otherwise stated in the job posting.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at 617-954-5000 or email [email protected] for assistance. 

MFS is an Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Please see the Know Your Rights: Workplace Discrimination is Illegal document, linked for your reference.