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 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 updates. - You will mentor junior team members and share knowledge to strengthen team capabilities. 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, 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 teams. - Ability to manage multiple priorities in a fast-paced, dynamic environment. 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 financial services or a regulated industry. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional development and career growth. - We offer a supportive and inclusive work environment. - We offer flexible work arrangements to promote work-life balance. - We offer access to cutting-edge technology and resources. Ready to Apply? Please submit your resume and cover letter through our careers portal at Fidelity Investments. We look forward to learning how your skills and experience can contribute to our team’s success.