Application Support Manager

MFS Investment Management
Boston, USA
21 Jun 2022
21 Jul 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
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.

What you will be responsible for: Act as a support team lead resource for front-office investment technology systems overseeing a global support team. Demonstrate technical and business knowledge expertise in excess of peers and serve as a lead, mentor and model for all other financial software support engineers.

  • Working with your manager, develop/maintain a program for providing a top-notch customer support experience for our critical investment staff. Maintain a support environment that promotes team unity and communication.
  • Create and/or elevate the customer support experience to be consistent across application areas. Make critical decisions on support issues impacting our business. Ensure all support requests from either business users or system issues impacting user productivity are resolved / followed through according to SLA's.
  • Take ownership and be proactive in meeting critical investment systems SLA's. This includes systems uptime as well as validating application integrity after infrastructure events such as system maintenance, software patches, DR failovers, etc. Lead projects to satisfy MFS obligations such as industry testing, BCDR testing, and system maintenance activities.
  • Manage the support team across a global landscape. Help define the proper team size for providing complete support coverage 24x6. Provide monthly metrics to help determine areas of need and resourcing. Monitor appropriate support documentation is being produced to reduce diagnosis and resolution time. Monitor to ensure the team is following corporate and departmental processes and guidelines.
  • Introduce ideas to improve the support team and systems processing efficiency. Work with your manager to determine the longer term benefit. Identify areas where improved technical solutions can eliminate risk and simplify the flow of investment data. Provide technical guidance to non-technical users, assisting them to build better processes and procedures.
  • Interface with business users to gather requirements and provide them with technical solutions. Help solve business problems or special projects as needed by engaging different teams to resolution. Provide or review solutions for future expansion and consider the long term impact & support feasibility.
  • Keep technical skills current through ongoing education and participation in technical and business work groups. Assist management in the selection of future technologies based upon detailed knowledge of the MFS investment lifecycle.

  • Demonstrated experience troubleshooting critical systems and implementing sound resolutions.
  • Undergraduate degree in Computer Science, MIS, Engineering or equivalent coursework.
  • 7-10 years' experience directly developing and/or supporting investment systems supporting portfolio management, trading, FIX, compliance, back-office functions. Strong understanding of financial securities and OEMS systems. Experience with CRIMS/CRD systems a plus.
  • Demonstrated SQL skills with main RDBMS such as Oracle or SQL Server. Ability to understand investment data, database schemas.
  • Detailed understanding of the investment trade flow and security data, including the ability to trace an investment data through the front, middle and back office systems.
  • Strong oral communication skills with a desire to mentor more junior members of the team.
  • Ability to make decisions with little direction to ensure that trading systems are available for the business.
  • Must have strong analytical and problem solving skills. Must also be able to identify solutions to first time problems often with little or no outside assistance.
  • Willingness to be on-call during the nightly processing for key trading systems.



What we offer:
  • Generous time-off provided: including "Responsible time off" for many roles, paid company holidays when the US Stock Exchange is closed, plus paid volunteer time
  • Family Focus: Up to 20 weeks of paid leave for new parents, back-up care program, dependent care flexible spending account, adoption assistance, generous caregiver leave
  • Health and Welfare: Competitive medical, vision and dental plans, plus tax-free health savings accounts with company contributions
  • Wellness Programs: Robust wellness webinars, employee assistance program, gym reimbursement through our medical plans, fitness center discounts and more
  • Life & Disability Benefits: Company-paid basic life insurance and short-term disability
  • Financial Benefits: 401(k) savings plan, Defined Contribution plan- 15% of base salary invested into the Plan, competitive total compensation programs

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

This position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities, unless MFS approves an exemption as an accommodation due to a medical condition or sincerely held religious belief. Submission of an exemption request does not guarantee that an exemption will be approved or that the request can be accommodated.
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 for assistance.

MFS is an Affirmative Action and 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 EEO is the Law document and Pay Transparency Nondiscrimination Provision , linked for your reference.

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