Managed File Operations Lead at Brown Brothers Harriman in Boston, MA

Job description

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career. The Momentum Lead is responsible for leading the global Momentum Operations team and ensuring stability, reliability, security, governance, and continuous improvement of the Momentum Managed File Transfer platform and related services. The role oversees platform monitoring, production support, incident management, client onboarding, Momentum profile builds, change implementation, disaster recovery testing, and service delivery governance. The Operations Lead serves as the primary leader for operational excellence and platform stewardship across the Momentum environment. This individual drives accountability, ownership, process standardization, technical discipline, and service quality while partnering closely with Engineering, Infrastructure, Security, Risk, Compliance, vendors, clients, and business stakeholders. This role combines technical operations leadership, people management, strategic planning, risk management, and client service oversight. The successful candidate must protect the production environment, enforce established controls, and have the authority and confidence to challenge, delay, or reject requests that introduce unnecessary risk or do not meet testing, security, operational, or supportability requirements. Principal Responsibilities Leadership and Resource Management · Lead and manage the global Momentum Operations team responsible for production support, platform administration, client onboarding, and profile build activities. · Establish clear performance objectives and conduct regular performance discussions and annual reviews. · Develop staffing models, technical coverage, and support rotations appropriate for a mission-critical, 24x7 service. · Build a culture of accountability, ownership, collaboration, engineering respect, procedural discipline, and continuous improvement. · Ensure the team has the documentation, training, and technical understanding required to support Momentum safely and consistently. Service Delivery and Operational Management · Own the operational support model for Momentum and ensure all issues have clear ownership, status tracking, escalation paths, and resolution plans. · Provide leadership during production incidents and major service disruptions. · Coordinate cross-functional response activities across Operations, Engineering, Infrastructure, Security, Risk, Compliance, and external vendors. · Ensure achievement of service objectives and delivery commitments without compromising platform controls, stability, or client data protection. · Monitor platform health, operational measures, service trends, capacity, and recurring issues to proactively identify risks and improvement opportunities. · Drive improvements that increase platform stability, reliability, recoverability, efficiency, and long-term supportability. · Define, develop, and monitor meaningful measures for operational effectiveness, risk, control adherence, incident trends, profile build quality, and service stability. · Use ServiceNow, reporting tools, dashboards, and operational data to identify trends, recurring failures, control gaps, and improvement opportunities. · Track incomplete testing, failed changes, recurring incidents, overdue corrective actions, control exceptions, and undocumented manual processes to closure. Incident, Problem, and Change Management · Oversee incident response, root cause analysis, corrective actions, and problem management activities. · Govern production implementations, maintenance activities, configuration changes, system upgrades, and platform releases. · Ensure testing, validation, implementation planni