Operational Duty Analyst

Operational Duty Analyst at Fidelity International

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Job Type: Permanent

Final date to receive applications: 31 March 2026

Title
:
Operational Duty Analyst

Department
:
Enterprise Service Management

Location
:
Kingswood

Reports To
:
Service Operations Manager

Level
: 4

The Operational Duty Analyst is part of the Global Major Incident and Problem Management team which sits within Fidelity’s Service Operations team. We operate on a 24x7x365 basis from our locations in the UK, India and China. We manage any interruptions to Fidelity’s services to minimise impact to business and to ensure the Major Incident Management process is implemented seamlessly and consistently.

This is a set, shift‑based role which starts later in the day in the UK. With a background and experience in specific systems (Moogsoft, Service Now) this role will initially provide support to the MIM team around Moogsoft alerts, OTP requests, vendor escalations, and support for all types of Minor Incidents. You will also be responsible for training up all ODMs in these systems, while you in turn will cross‑train to eventually become an Operational Duty Manager who can handle Major Incidents.

Good under pressure, you are experienced with minor Incidents and understand the dynamic between them and how this interlinks with monitoring, alerting, critical system activities, controls and governance. You have an awareness of Problem and Change management and can understand the benefits of them and how they relate to Incident Management. You are not afraid to roll your sleeves up and get involved in troubleshooting alerts, potential issues, escalations and making recommendations for Major Incidents as well as eventually taking charge of Major incidents yourself.

• Understanding of monitoring and alerting systems (Moogsoft, Solar Winds etc)
• Understanding of Service Now – assignment groups, callout rotas and best practices as well as Incidents and Changes
• Experience/awareness of types of alerts and their ability to become a Major or Minor incidents
• Ability to co‑ordinate incident activity within and across teams, to ensure actions are completed within required timescales
• Good business awareness and an understanding of the impact of incidents and problems to FIL’s business.
• Ability to multi‑task and prioritise workload
• Ability to quickly identify any related changes which may have caused an incident which has impacted customers.
• Makes customer‑oriented decisions and shares great stories of exceptional customer service
• Understanding of priorities and setting of priorities
• Ability to communicate relevant information remaining mindful of the audience

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

Seniority level:
Associate

Employment type:

Full‑time

Job function:
Management and Manufacturing