Principal, Major Incident Management

Job Description:

We are seeking a dynamic and experienced Major Incident Management (MIM) resource for our ITSM team within Enterprise Infrastructure & Operations. This role requires strong leadership, operational excellence, and a deep understanding of major incident management processes. You will be responsible for managing high-impact incidents, ensuring rapid resolution, minimizing business disruption, and driving continuous improvement. By embodying Fidelity's values and agile leadership principles, you will help cultivate a culture of accountability, collaboration, and operational resilience.

The Expertise You Have and The Skills You Bring

• Deep understanding of ITIL-based Incident, change, and problem management practices.
• Deep technical knowledge with large scale enterprise infrastructure components (e.g. networks, servers, databases, cloud platforms).
• Experience with third party external vendors management (e.g. Microsoft, AWS, Salesforce)
• Experience with ITSM platforms and communication tools (e.g. ServiceNow, Microsoft Teams)
• Familiarity with SLDC and automated deployment pipeline.
• Ability to assess technical issues quickly and coordinate effective mitigation strategies.
• Deep Technical knowledge of utilizing observability platforms and Event Management monitoring tools (e.g., Splunk and Datadog)
• Understanding and managing adherence to OLAs and SLAs.
• Ability to understand highly complex and detailed technical architecture and platform diagrams.
• Experience in Business Continuity, High-Availability and Disaster Recovery.
• Leverages experience, technologies, methods, and concepts to maximize functional/ operational capabilities, for multiple complex projects.

• Lead, mentor, and develop a high-performing Major Incident Management team bringing your experience in a fast-pace and high-impact environment.
• Run Major incident bridges independently and ensure timely and effective resolution of major incidents, coordinating across technical and business teams.
• Establish and enforce MIM processes, escalation protocols, and communication standards.
• Provide command and control during high-severity incidents, acting as the primary point of contact and with BU/technical knowledge, guide the call to resolution.
• Collaborate on unusually complex cross-functional and/or cross-organizational problems and provide solutions that are creative and strategic.
• Datadog and Splunk knowledge for Awareness and monitoring of production environments/used during calls to drive resolution quicker.
• Demonstrates an in-depth understanding of the business and has experience in a variety of life cycle methodologies.
• Applies technologies, methods, and concepts to maximize functional/operational capabilities while optimizing the use of resources by proposing and analyzing decisions and seeking and applying optimum mix of technology versus resources to meet business goals.
• Adapts leadership style and management to situation at hand while thriving in an unstructured, ambiguous situation and comfortably handles risk and uncertainty.
• Strong ability to multitask, Create and share documents during a major incident call to provide status/reduce duplicated questions.

• Mean Time to Acknowledge (MTTA) and Mean Time to Restore (MTTR) for major incidents.
• Volume and trend analysis of major incidents handled monthly/quarterly.
• Root Cause Analysis (RCA) completion rate and quality of post-incident reviews.
• Adherence to SLAs and OLAs, including escalation timelines and resolution targets.
• Reduction in repeat incidents through proactive problem management.
• Individual/Team performance metrics, including on-call effectiveness, training completion.
• Process maturity and compliance with ITIL and internal governance standards.
• Automation and tooling adoption for incident detection, response, and reporting.
• Quality of incident resolution and documentation, ensuring high standards are consistently maintained and knowledge is effectively captured for future reference.