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 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 contribute to process improvements and automation initiatives to enhance system reliability. - You will assist in the deployment and configuration of telephony and related communication systems. - You will provide mentorship and guidance to junior team members. What You Bring: - Minimum of 5 years of experience in systems support or production services, preferably in telephony or communication platforms. - Strong knowledge of telephony systems, voice platforms, and digital call recording technologies. - Experience with 24x7 production support environments and incident management. - Proficiency in troubleshooting complex technical issues and collaborating with diverse teams. - Excellent communication skills and the ability to work effectively under pressure. - Familiarity with scripting or automation tools is a plus. Bonus Points If You Have: - Experience with cloud-based telephony solutions and VoIP technologies. - Knowledge of ITIL processes and best practices. - Certifications related to telephony systems or IT support (e.g., CCNA, ITIL Foundation). - Experience working 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 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 our careers portal at www.fidelitycareers.com. We look forward to learning how your skills and experience can contribute to Fidelity's success.