Major Incident Response Production Support

Technical Problem Solver

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 Dev Ops 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, Service Now

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.

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.