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 global presence and a commitment to excellence, Fidelity fosters a collaborative and inclusive work environment where employees can thrive and grow. 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, ensuring high availability and reliability. - You will monitor and troubleshoot voice, chat, and email platforms to quickly resolve issues. - You will collaborate with cross-functional technical teams to implement solutions and improvements. - You will participate in on-call rotations to provide 24x7x365 support coverage. - You will document incidents, resolutions, and system changes to maintain accurate records. - You will assist in the deployment and configuration of telephony and related communication systems. - You will analyze system performance and recommend enhancements to optimize service delivery. - You will contribute to continuous improvement initiatives to enhance support processes and tools. What You Bring: - Minimum of 5 years of experience in systems support or production services, preferably in telephony or communication platforms. - Strong knowledge of voice, chat, and email communication systems and digital call recording technologies. - Experience with 24x7 production support environments and incident management. - Proficiency in troubleshooting complex technical issues and collaborating with diverse technical teams. - Excellent communication skills and the ability to document technical information clearly. - Ability to work effectively in a fast-paced, high-pressure environment. 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, such as Cisco or Avaya. - Knowledge of ITIL processes and best practices in service management. What We Offer: - We offer a dynamic and inclusive workplace culture 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 advancement. - 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 our careers portal at www.fidelitycareers.com. We look forward to reviewing your application and exploring how you can contribute to Fidelity's success.