Principal Systems Services and Support Analyst

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.

• 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

• 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.