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 24x7x365 support coverage. - You will document incidents, resolutions, and system changes to maintain accurate records. - You will assist in the implementation and testing of system upgrades and patches. - You will contribute to continuous improvement initiatives to enhance system reliability and performance. - 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 communication platforms. - Strong knowledge of voice, chat, and email systems, including digital call recording technologies. - Proficiency in troubleshooting and resolving complex technical issues in a 24x7 production environment. - Experience working with cross-functional teams and managing incident response. - Excellent communication skills and the ability to document technical information clearly. - Ability to work effectively under pressure and manage multiple priorities. Bonus Points If You Have: - Experience with cloud-based telephony solutions and VoIP technologies. - Familiarity with scripting or automation tools to streamline support processes. - Certifications related to telephony systems or IT service management (e.g., ITIL). - Prior experience in a financial services or highly regulated industry. What We Offer: - We offer a dynamic and inclusive work environment that values innovation and collaboration. - We offer comprehensive health, dental, and vision insurance plans. - We offer competitive retirement savings plans with company matching. - 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 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.