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 that encourages professional growth and development. 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 systems, ensuring seamless communication and operational efficiency. 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 testing of new telephony services and upgrades. - 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, voice over IP (VoIP), and digital call recording technologies. - Proficiency with monitoring tools and incident management systems. - Experience working in a 24x7 support environment with on-call responsibilities. - Excellent problem-solving skills and the ability to work under pressure. - Strong communication and collaboration skills to work effectively with diverse technical teams. Bonus Points If You Have: - Experience with cloud-based telephony solutions and digital communication platforms. - Familiarity with scripting or automation tools to streamline support processes. - Certifications related to telephony systems or IT service management (e.g., ITIL). - Background in financial services or regulated industries. What We Offer: - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer opportunities for professional development and career advancement. - We offer a supportive and inclusive work culture that values innovation and teamwork. - We offer flexible work arrangements to support work-life balance. - We offer access to cutting-edge technology and resources to help you succeed. Ready to Apply? To apply, 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 team’s success.