Principal Systems Services and Support Analyst

3 weeks ago

Westlake, United States Fidelity TalentSource LLC Full time



Job Description:

Fidelity Investments is looking for a Major Incident Manager (MIM) Team Lead to join their team. In this role you will be responsible for the supervision and handling of unplanned interruption or degradation of an IT Service that causes an impact to business operations directly or indirectly affecting a large number of users, depriving the business of one or more crucial services.

As a team lead, you will be responsible for working on the restoration of our Technology services. The role is high energy, high engagement with high awareness of global teams, technologies, and leadership. It provides an exceptional opportunity to obtain a full appreciation, insight and understanding of global systems, operations and processes across a global enterprise. This is a highly transparent position that requires frequent contact with Senior Leadership. Your excellent communications skills and your ability to prioritize numerous tasks simultaneously will serve you well as a focal point of a dynamic, fast-paced business environment.

The Expertise You Have

  • Co-ordinate the relevant resource and teams required to support live major incidents.

  • Closely supervise ongoing incidents and provide updates to senior management.

  • Provide support to the Major Incident Manager to lead MI process during MI events.

  • Ensure the incidents are handled within the service level agreement (SLA) timescales.

  • Ensure that major incidents are resolved and closed without undue delay.

  • Ensure all major incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident management tool.

  • Collaborate with the Change Management and Problem Management teams.

  • Maintain effective communication across the board in terms of technical team members and leadership.

  • Collaborate efficiently to ensure that events, alerts and changes are defined and understood to enable faster response to incidents.

  • Take advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates sophisticated/technical issues to meet the audience's competency level)

  • Perform accurate and precise real-time investigation and triage of Infrastructure alerts.

  • Provisioning user s accounts and custom roles on multiple systems.

  • Interact with internal customers (i.e., Product Managers, Project Managers, and Business Analysts, etc.).

  • Work with cross-functional teams, globally, and across cultural boundaries.

  • Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes.

  • Assist support teams in translating technical impact to business impact and align on priority based on the realized and potential business impact.

  • Constantly seek clarification and current resolution status and actions plan(s) to ensure accurate and concise communications

The Skills You Bring

  • Experience of data analysis and trending with ability to identify improvements and actions.

  • Demonstrated ability to quickly understand sophisticated systems.

  • Diligent with the ability to follow processes and procedures.

  • Ability to rapidly absorb and understand complex technical situations.

  • Ability to facilitate conversations with large groups of remote people.

  • Ability to handle and prioritize and tasks and time efficiently.

  • Find opportunities for improvement within the business processes.

  • Excellent team contributor with excellent people leadership skills.





Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.

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