Job Description:
Fidelity Investments is currently looking for a Manager on Duty (MOD), as part of the Swift Tactical Action Team (STAT) within the Fidelity Service Center (FSC)
In this role you will be responsible for the supervision and handling an unplanned interruption or degradation of an IT Service that causes an impact to business operations directly or indirectly affecting many users, depriving the business of one or more crucial services.
The role will operate as part of a rotational shift that will cover 24/7 and it will be responsible for leading major incidents that fall within their shift. There will be two shifts to ensure weekend coverage. This is a highly visible position that requires frequent contact and communication with Executive 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.
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As the operational Manager on Duty, 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.
The Expertise You Have and The Skills You Bring
- Responsible to coordinate all the relevant resource and teams required to support live major incidents.
- Closely supervise ongoing incidents and provide updates to executive leadership.
- 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.
- Help the team to coordinate the resolution of high impact Major Incidents to minimize business disruption.
- 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.
- Setting up mentoring program for new hires.
- Reporting to management on the teams' progression and competency.
- Provide input into evaluation of project team members.
- Identify key competency gaps and work to ensure training is given.
- Work with cross-functional teams, globally, and across cultural boundaries.
- Hold individual and teams of problem solvers to task on simultaneous technical workstreams with strict, tight deadlines.
- 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.
- Troubleshooting skills to identify the currently technical flow and ensure that the incident managers are staying on point.
- Understanding of best practices - Change Management
- Clear understanding of the SDLC (Software Development Lifecyle) to ensure the impact on production.
- Understanding the impact of Patching, upgrade, infrastructure and know when and who to call in to help resolve the issue.
- A clear pulse of the operations on shift of what potentially could impact to what is impacting and ensure all bases are covered.
Relevant Expertise Considered:
- Shift Leader, Major Incident Manager, Incident Escalation Manager, ITSM, Problem Management, Change Management, Operations Manager, Network Operations Centre (NOC).
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 top 10 Best Place to Work in 2024. 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.
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
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, detailed in this document, 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.
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.