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: - Minimum of 5 years of experience in systems support or production services, preferably in telephony or unified communications. - Strong knowledge of telephony platforms, digital call recording, and related technologies. - Experience with 24x7 production support environments and incident management. - Proficiency in troubleshooting complex technical issues under pressure. - Excellent communication and collaboration skills to work effectively with diverse teams. - Ability to manage multiple priorities and respond quickly to urgent situations. Bonus Points If You Have: - Experience with cloud-based telephony solutions and VoIP technologies. - Familiarity with scripting or automation tools to streamline support tasks. - Certifications related to telephony systems or IT service management (e.g., ITIL). - Background in financial services or regulated industries. What We Offer: - We offer a dynamic and inclusive work environment that values innovation and teamwork. - We offer comprehensive health, dental, and vision insurance plans. - We offer competitive retirement plans and financial wellness programs. - We offer opportunities for professional development and career growth. - We offer flexible work arrangements to support work-life balance. Ready to Apply? To join our team as a Senior Systems Services & Support Engineer, please submit your resume and cover letter through the Fidelity Investments careers portal. We look forward to learning how your skills and experience can contribute to our continued success.