Major Incident Response Production Support

Job Description:
Note: Fidelity is not providing immigration sponsorship for this position.
The Role
We are seeking a technical problem solver with a strong background in production support to join our Major Incident Management team. This role combines Major Incident Management responsibilities with hands-on technical expertise across cloud, infrastructure, and application environments.
The ideal candidate is passionate about troubleshooting, thrives in high-pressure situations, and is eager to grow their technical and coordination skills in a dynamic environment.
The Expertise and Skills You Bring
Requires Bachelors or equivalent with 2+ years of experience or Masters with 0+ years of experience
A minimum of 2 + years of hybrid experience in Production Support, Development or SRE Experience. Hands-On experience developing or supporting highly distributed multi-tiered systems at scale
Ability to triage while leading an incident call, perform root cause analysis, and be decisive under pressure
A self-starter and team player who can independently manage multiple responsibilities in a dynamic environment
Solid understanding of Cloud Computing and DevOps concepts including CI/CD Pipelines
Perform second-level support using visibility tools such as Datadog and Splunk and expert hands on experience with one or more (Datadog, Splunk, Grafana)
Understanding of ITIL processes (Incident, Problem, Change Management)
Effective business communication and influencing skills
Relevant certifications (ITIL, AWS, Azure) are a plus
Bonus: Retail trading , Asset Trading, or Financial Services Technology experience is a plus
Cloud Platforms: AWS, Azure
Operating Systems: Unix, Linux, Windows Server
Scripting and Development: Shell Script, .NET
Middleware and Integration: Tomcat, Apache
Monitoring Tools: Splunk, Datadog, Grafana,
Databases: Oracle DB, MS-SQL, Sybase
ITSM Tools: JIRA, ServiceNow
The Team
The Fidelity Support Center (FSC) is Fidelity’s centralized enterprise monitoring and incident management hub. FSC supports a wide range of environments including application, distributed systems, mainframe, network, cloud, end-user computing, and security. As the first line of defense for production incidents, FSC provides detection, coordination, escalation, communication, and mitigation across the enterprise.
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:Information Technology
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.