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 systems, 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 system upgrades and patches. - 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 capabilities. 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, digital call recording, and related technologies. - Experience with 24x7 production support environments and incident management. - Proficiency in troubleshooting complex technical issues and root cause analysis. - Excellent communication and collaboration skills to work effectively with diverse technical teams. - Ability to work independently and manage multiple priorities in a fast-paced environment. Bonus Points If You Have: - Experience with cloud-based telephony solutions and digital communication platforms. - Familiarity with scripting or automation tools to streamline support tasks. - 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 workplace culture that values innovation and teamwork. - 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 Fidelity Investments. We look forward to reviewing your application and exploring how you can contribute to our mission of delivering exceptional service and technology solutions.