Senior Support Analyst

Company: Fidelity TalentSource
Location: Boston
Posted on: March 19, 2023

Job Description:

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Senior Support Analyst to join the Fidelity Labs Business Unit. This role will be based in Boston, MA or Durham, NC!

The Team

We are Fidelity Labs , Fidelity Investments' in-house FinTech incubator with a mission to build new businesses to drive growth for Fidelity. We seek to craft the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses and financial institutions we serve.
Fidelity Labs is a dynamic workplace that combines the best parts of startup life-building from scratch, adapting quickly, and moon-shot ambition-with the scale and stability of an industry leader. We provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture. Learn more at labs.fidelity.com

The Role

We are seeking an extremely motivated Senior Analyst - Operation Management on the Data Aggregation team at Fidelity Labs. Data Aggregation is a growing area, developing comprehensive API / data solutions to bring together retail, clearing and custody capabilities to help external FinTech partners with financial goal planning, investment advice and financial projections capabilities. The ideal candidate will work on mitigating customer impacting incident as quickly as possible. In this role, you will be responsible for driving the mitigation activities, partnering with all vital teams in accordance with Fidelity's Event, Incident, Change and Release Management process guidelines with a goal of production stability.
As an analyst, you will be expected to quickly gain understanding of all the components of our applications, the system interactions, and integrations, and be able to have a comprehensive understanding by breaking down the complexity of involved systems. You will work with the team to deliver the quickest mitigation of any negative customer experience. The ideal candidate should show ease at making personal connections, be confident in leading and constructively challenging with a dedicated approach to solving problems and overcoming obstacles.
Your ability to be a hands-on leader concentrating on researching API, Data related issues and managing an incident in support of the best customer experience is what makes you the ideal candidate for this role.

The Expertise You Have

A minimum of 8 years of related experience in Financial Services with proven understanding of investment instruments and financial markets
Extensive experience with developing SQL queries, Postman collection to research data and API request/response
Able to research and triage Java API code, Spring Batch, SQL, control-m applications in AWS environment
Good understanding of AWS components and experience supporting/triaging applications on AWS
Good experience with software patches, upgrades, rehydration, code deployments
Strong working experience as an analyst researching and handling incidents in a 24/7 production environment, this includes Major Incident Management.
Ability to facilitate high severity incident technical bridge calls
Solid ability to define ambiguous situations by analyzing data, asking probing questions, and applying extensive technology knowledge to optimize results
Capability to partner with Business Partners (SRE/Architecture/development teams) on stability opportunities based upon reporting/trending findings as well as operational readiness.
Solid knowledge of development and process improvement methodologies with training and experience
Experience with Cloud, Network, Infrastructure, Database, Middle-Tier, Access Management (Single Sign-on), Enterprise Monitoring and Microsoft products.
Working experience with applications in a production support environment using technologies such as, SOA, Java etc.

The Skills You Bring

Has mastered the ability to dissect incidents, triage and solve complex issues
Can bring multiple resources together to achieve a common goal of mitigating impact
Good technical background with the ability to discuss architecture, hardware, and software concepts.
Ability to influence other technical teams on the incident calls and articulate steps to solve an issue.
Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
Strategic problem solver that can address the incident from a different point of view.
Must have full understanding of the ITIL practices to support the day-to-day operations and Agile Project Management, as well as CI/CD pipelines and the technologies that support them.
Experience and confidence working with all levels of management; excellent written and verbal skills with ability to connect with senior management quickly and concisely on technical issues in non-technical terms.
Self-motivated and collaborative in your approach.

COVID work policy

Safety is our top priority. Once we can be together in person with fewer safety measures, this role will be moved to our dynamic working approach. You'll be spending some of your time onsite depending on the nature and needs of your role.

Dynamic Working - Post Pandemic

Our aim is to combine the best of working offsite with coming together in person. For most teams this means a consistent balance of working from home and office that supports the needs of your role, experience level, and working style.
Your success and growth is important to us, so you'll want to enjoy the benefits of coming together in person - face to face learning and training, quality time with your manager and teammates, building your career network, making friends, and taking full advantage of cultural and social experiences Fidelity provides for you.

Company Overview

Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity's U.S.-based regional and investor center locations. If you would like to experience Fidelity's supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com .
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com .

Information about Fidelity Investments

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients . We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money. For information about working at Fidelity, visit FidelityCareers.com .
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.

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