Senior Support Analyst

Senior Analyst – Operation Management

This is a role for a 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.