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Principal Systems Services Support Analyst - 1815264

Company: FIDELITY INVESTMENTS
Location: Merrimack, New Hampshire
Posted on: November 30, 2018

Job Description:

Provides level 2 application support. Drives incident and problem

management spanning multiple platforms. Provides technical direction and

participates in Agile transformation activities that support the

associate and customer experience in our Contact and Investor Center

locations. Provides technical leadership for application automation and

development.

Primary Responsibilities:

• Delivers automated solutions designed to create efficiencies.

• Leads and facilitates technical direction on large stability and

availability initiatives.

• Designs support processes for application and hardware

implementations.

• Provides Business and Development partners with actionable

incident analysis with a focus on discovery of trends and impact

prioritization.

• Manages and participates in new application/technology

implementations for our business partners.

• Maintains, builds, and enhances relationships with our business

partners and our technology teams.

• Rollouts and deploys new product features to facilitate rapid

iteration and constant growth.

• Leads the day-to-day activities of measurements, metrics, and

analysis within the value stream to ensure that current commitments are

achieved while improvements are being made.

• Performs periodic review of data quality issues and collaborates

with business and technology teams to resolve the issues and develop or

re-engineer processes.

• Troubleshoots issues across the whole stack - hardware,

software, applications, and network.

• Conducts fact-based analysis of current state maps to identify

opportunities to improve customer experience and scalability needs.

• Creates and implements a strategy to ensure uptime and

performance SLA's are met.

Requirements:

No degree and seven (7) years of experience in the job offered or seven

(7) years of experience providing production support for contact center

technology within a financial service environment;

Or, alternatively, a Bachelor’s degree (or foreign education equivalent)

in Computer Science, Engineering, Information Technology, Information

Systems, Mathematics, Physics, or a closely related field and five (5)

years of experience in the job offered or five (5) years of experience

providing production support for contact center technology within a

financial services environment;

Or, alternatively, a Master’s degree (or foreign education equivalent)

in Computer Science, Engineering, Information Technology, Information

Systems, Mathematics, Physics, or a closely related field and three (3)

years of experience in the job offered or three (3) years of experience

providing production support for contact center technology within a

financial services environment.

Candidate must also possess:

Demonstrated Expertise (“DE”) triaging programmatic, systemic, and data

issues, including issues with configurations and network connectivity;

monitoring and fixing production issues to maintain production stability

related to critical applications using Splunk, Aternity, Fiddler,

PowerShell, Debug-Diag, and Windows tools;

DE providing application stability management within a financial

services environment, using infrastructure automation tools --

ServiceManager, Kibana, and System Center Configuration Manager (SCCM);

DE project managing application development and business relationships

across business and IT stakeholders according to Agile methodologies;

DE creating end-to-end infrastructure diagrams and troubleshooting flows

for critical applications using Visio, Excel, and OneNote.

To apply, please visit https://jobs.fidelity.com and search for job code

1815264.

Keywords: FIDELITY INVESTMENTS, Plymouth , Principal Systems Services Support Analyst - 1815264, Finance , Merrimack, New Hampshire, Massachusetts


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