Fidelity Investments

Compensation

Full Description

Job Title: Senior Systems Services & Support Company Overview: Fidelity Investments is a leading financial services corporation dedicated to helping clients achieve their financial goals through innovative technology and exceptional service. With a commitment to integrity and excellence, Fidelity fosters a collaborative environment where employees can grow and make a meaningful impact. Role Overview: As a Senior Systems Services & Support Engineer, you will play a critical role in maintaining and supporting Fidelity’s telephony environment. You will be part of the EC3-PS team, providing 24x7x365 production services support for voice, chat, email platforms, and digital call recording, ensuring seamless communication and operational continuity. What You'll Do: - You will provide expert production support for telephony systems, including voice, chat, and email platforms. - You will monitor and troubleshoot issues in real-time to minimize downtime and service disruptions. - You will collaborate with cross-functional technical teams to resolve complex system problems. - You will participate in on-call rotations to ensure continuous support coverage. - You will document incidents, resolutions, and system changes to maintain accurate records. - You will assist in the implementation and testing of new telephony technologies and upgrades. - You will contribute to process improvements to enhance system reliability and support efficiency. - You will mentor junior team members and share knowledge to build team expertise. What You Bring: - You have 5+ years of experience in systems support or production services, preferably in telephony or unified communications. - You possess strong troubleshooting skills with a deep understanding of voice, chat, and email platforms. - You are proficient with digital call recording systems and related technologies. - You have experience working in a 24x7 support environment with on-call responsibilities. - You demonstrate excellent communication and collaboration skills to work effectively across teams. - You hold relevant certifications in telephony or systems support (e.g., ITIL, CCNA) is a plus. Bonus Points If You Have: - Experience with cloud-based telephony solutions and VoIP technologies. - Knowledge of scripting or automation tools to streamline support tasks. - Familiarity with monitoring and alerting tools such as Nagios or SolarWinds. - Background in financial services or regulated industries. What We Offer: - We offer competitive salary and comprehensive benefits including health, dental, and vision coverage. - We offer opportunities for professional development and career advancement. - We offer a supportive and inclusive work environment that values diversity. - We offer flexible work arrangements to support work-life balance. - We offer access to cutting-edge technology and tools to empower your success. Ready to Apply? To join our team as a Senior Systems Services & Support Engineer, please submit your resume and cover letter through our careers portal at www.fidelitycareers.com. We look forward to learning how you can contribute to our mission of delivering exceptional service and technology solutions.