Manager - Platform Support

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT list. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it. No filler like "commensurate with experience". Never create Pay/Schedule/Benefits sections unless posting actually states them. Here we have salary range and benefits described. So we can have Pay section with salary range. Benefits section with listed benefits. Schedule? Not mentioned; no schedule info, so omit Schedule. We need to preserve all substantive information. We have two overlapping descriptions: first block (THE ROLE ... WHAT YOU WILL DO ...) and second block (Job Description ...). They contain similar content but with some differences. We need to combine without duplication. Must preserve all substantive info, but we can deduplicate repeated sentences. Must not invent or summarize away detail. So we need to include all distinct points. Let's extract sections: About the role: maybe a brief description of role and culture? The posting starts with culture paragraph. That could be "About the role" or maybe "About MFS". But we need to use headings only when there is real specific content. The culture paragraph is about MFS culture, not role specifics. Could be considered "About the role" or "About MFS". Since we have no explicit "About the role" heading in source, but we can create one if we have content. The instruction: "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can include About the role if we have content. The culture paragraph is about MFS, not the role specifically, but could be considered about the role context. It's substantive. We'll include it. Responsibilities: list of duties from WHAT YOU WILL DO sections (both). We'll combine into a

  . Requirements: maybe "WHAT WE ARE LOOKING FOR" sections (both). Could be Requirements. We'll list. Qualifications: maybe education, certifications etc. Could be separate but we can combine into Requirements or Qualifications. Since we have both "WHAT WE ARE LOOKING FOR" and "PREFERRED SKILLS, QUALIFICATIONS & EXPERIENCE". We could split: Requirements (mandatory) and Preferred Skills (optional). But instruction: prefer few substantive sections over many thin ones. Could combine into Requirements and Qualifications. Let's decide: We'll have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay. We need to ensure we don't create sections with filler. All have content. Now extract content. Culture paragraph: "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." That's About the role. Responsibilities: combine bullet points from both WHAT YOU WILL DO sections. First block WHAT YOU WILL DO list: - 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. Second block WHAT YOU WILL DO (under Job Description) list: - Operational Leadership: Manage day-to-day operations for L1/L2 support teams, enterprise job scheduling, workload automation, incident/problem/change management, and IT production support. - Adapt departmental plans and priorities to address operational needs and resource availability. - Team Leadership: Provide direction and guidance to a team of professional staff; manage performance and support career growth. - Foster accountability and teamwork within the department. - Operational Excellence: Solve complex technical and operational issues by applying specialized knowledge. - Act as the first point of escalation for incidents and service issues. - Collaboration & Stakeholder Engagement: Partner with IT infrastructure, cybersecurity, development, and business teams to support effective service delivery. - Contribute to cross-functional projects by providing expertise in platform support. - Risk, Compliance & Continuity: Ensure compliance with internal policies, regulatory standards, and audit requirements. - Support disaster recovery and business continuity activities, including testing. - Vendor Management: Monitor vendor performance and ensure SLAs are met. - Collaborate with external partners to maintain effective operations. We need to combine, avoid duplicates. Many overlap: leading daily operations, escalation point, batch processing, automation, ITIL, documentation, runbooks, reporting, audit/compliance, DR/BC, partnering, staff leadership, etc. We'll create a unified list covering all distinct points. Let's enumerate distinct responsibilities: 1. Lead daily operations for L1/L2 production support across trading, investment operations, portfolio accounting, reporting, compliance-related data workflows, including enterprise scheduling and workload automation. 2. Act as primary management escalation point for major incidents, operational risks, SLA misses, recurring defects, service-quality issues; drive triage, communications, service restoration. 3. Maintain stable batch and integration processing by resolving issues: delayed/failed jobs, missing/malformed files, vendor feed exceptions, access issues, outages, failed interfaces across investment workflows. 4. Participate in automation and AI-enabled support initiatives to improve efficiency and operational resilience. 5. Drive ITIL-aligned incident, problem, change, release, and service transition practices, including operational readiness and controlled production releases. 6. Ensure high-quality incident documentation and follow-through: business impact, root-cause analysis, corrective actions, prevention of recurrence. 7. Translate repeat pain points into improvements in runbooks/SOPs, monitoring and alerting, automation, escalation paths to reduce toil and improve reliability. 8. Own service performance reporting (SLA results, trends, aged issues, risk items, automation opportunities, knowledge maturity, vendor performance) and use data to drive prioritization. 9. Support audit, compliance, and production-control requirements by maintaining evidence, procedures, access controls, recovery documentation. 10. Support disaster recovery and business continuity planning and testing. 11. Partner with engineering, infrastructure, cybersecurity, architecture, data, and vendors to resolve issues and improve platform stability and resilience. 12. Lead, coach, develop staff; set expectations for ownership, documentation quality, customer service, operational discipline. 13. Manage day-to-day operations for L1/L2 support teams, enterprise job scheduling, workload automation, incident/problem/change management, IT production support (similar to 1 & 11). Might be duplicate. 14. Adapt departmental plans and priorities to address operational needs and resource availability. 15. Provide direction and guidance to a team of professional staff; manage performance and support career growth. 16. Foster accountability and teamwork within the department. 17. Solve complex technical and operational issues by applying specialized knowledge. 18. Act as first point of escalation for incidents and service issues (similar to 2). 19. Partner with IT infrastructure, cybersecurity, development, business teams to support effective service delivery. 20. Contribute to cross-functional projects by providing expertise in platform support. 21. Ensure compliance with internal policies, regulatory standards, audit requirements. 22. Monitor vendor performance and ensure SLAs are met. 23. Collaborate with external partners to maintain effective operations. We can consolidate similar points. Let's produce a concise but comprehensive list, preserving all details. We'll keep each bullet as a distinct responsibility, but avoid near-duplicates. We'll produce: - Lead daily L1/L2 production support for trading, investment operations, portfolio accounting, reporting, and compliance-related data workflows, including enterprise scheduling and workload automation. - Serve as primary management escalation point for major incidents, operational risks, SLA misses, recurring defects, and service-quality issues; drive triage, communication, and service restoration. - Maintain stable batch and integration processing by resolving 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 (business impact, root‑cause analysis, corrective actions, recurrence prevention). - Translate recurring pain points into runbook/SOP updates, monitoring/alerting enhancements, automation, and escalation‑path improvements to reduce toil and boost reliability. - Own service performance reporting (SLA results, trends, aged issues, risk items, automation opportunities, knowledge maturity, vendor performance) and use data to prioritize improvements. - 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 enhance platform stability and resilience. - Lead, coach, and develop staff; set expectations for ownership, documentation quality, customer service, and operational discipline. - Adapt departmental plans and priorities to address operational needs and resource availability. - Foster accountability and teamwork within the department. - Solve complex technical and operational issues by applying specialized knowledge. - Contribute to cross‑functional projects by providing platform‑support expertise. - Monitor vendor performance and ensure SLAs are met; collaborate with external partners to maintain effective operations. - Ensure compliance with internal policies, regulatory standards, and audit requirements. That seems comprehensive. Now Requirements (WHAT WE ARE LOOKING FOR) from both blocks. First block WHAT WE ARE LOOKING FOR: - 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