Job Description:

　　Position Description:

　　Maintains production stability by executing Information Technology Service Management (ITSM) processes according to event, incident, change, problem, and release management process guidelines. Ensures operational readiness - proactive and reactive - based on reporting and trending findings using CatchPoint, AI Ops, DataDog, and Grafana. Troubleshoots incidents and identifies root cause using operations, data analytics, application, and performance management and event correlation monitoring tools. Monitors network infrastructure (using event monitoring tools) and troubleshoots production related network issues. Provides a clear line of communication between application, support, and Cloud vendor teams. Optimizes, standardizes, and drives processes or standard methodologies across the organization. Collaborates with business partners to guide and assist ITSM processes.

　　Primary Responsibilities:

　　Coordinates Information Technology (IT) production incidents to resolution using standard incident management processes.Informs management of status, impact, and resolution actions.Publishes clear and concise incident communications.Works with application and Cloud support vendors to identify work-arounds.Ensures the integrity, stability, maintainability, and availability of systems, applications, and infrastructure in production and non-production environments.Identifies, isolates, and resolves production and non-production system problems, service requests, and support processes.Supports day-to-day operations according to Information Technology Infrastructure Library (ITIL) practices.Creates and reviews operational change tickets when changes to production are needed.Facilitates Change Advisory Board meeting(s) to provide visibility and approval for notable change activity.Coordinates all stages in the release management process.Evaluates potential network system enhancements to improve performance and reliability, identify network problems, and initiate corrective actions.Completes cross-practice and computer services requests.Identifies opportunities to enhance efficiency of on-going service request procedures.

　　Provides input and feedback on measurable metrics.Ensures compliance with disaster recovery testing requirements.

　　Education and Experience:

　　Bachelor's degree (or foreign education equivalent) in Computer Information Systems, Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, or a closely related field and three (3) years of experience as a Senior Analyst, Operations Analysis (or closely related occupation) providing ITSM process support for applications in hybrid environments, and managing network infrastructure in on-premises and Cloud environments - Amazon Web Services (AWS) and Microsoft Azure.

　　Or, alternatively, Master's degree (or foreign education equivalent) in Computer Information Systems, Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, or a closely related field and one (1) year of experience as a Senior Analyst, Operations Analysis (or closely related occupation) providing ITSM process support for applications in hybrid environments, and managing network infrastructure in on-premises and Cloud environments - Amazon Web Services (AWS) and Microsoft Azure.

　　Skills and Knowledge:

　　Candidate must also possess:

　　Demonstrated Expertise ("DE") facilitating and supporting major incidents for complex financial, investment, operations, compliance, vendor, and trading applications of on-premise, AWS, and Microsoft Azure Cloud based products using ITIL and Agile methodologies; publishing incident communications with updates on business impact and mitigation status using ServiceNow; and performing alert and event monitoring using AWS Cloudwatch and Datadog.DE configuring network devices and troubleshooting production related issues in network infrastructure; monitoring and troubleshooting network related issues using SolarWinds, Nagios, Dynatrace, and Wireshark; and maintaining system stability in network infrastructure deployed to third-party vendors using AWS, Azure, and VMware.DE troubleshooting incidents within on-premise and Cloud applications using Splunk, Catchpoint, Datadog, Dynatrace, and Extrahop; and analyzing incidents metrics, trends, issues, changes, and releases using ServiceNow and Tableau.DE conducting change impact assessments and business readiness analyses; governing and monitoring change management guidelines through change management processes using ACMP's; scheduling, planning, and managing Change Advisory Board (CAB) meetings using CAB Workbench; and analyzing risk mitigation and contingency plans in regards to application/infrastructure related plans.

　　#PE1M2

　　Certifications:

　　Company Overview

　　Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

　　Join Us

　　At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

　　At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling "Dynamic Working". Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

　　We invite you to Find Your Fidelity at fidelitycareers.com.

　　Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

　　Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.

　　At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.