The Enterprise Infrastructure and Operations (EI&O) Enterprise Problem Management (EPM) team is looking for a technically experienced and extremely motivated Problem Manager. You will work in a Team focused on permanently removing issues from the Fidelity Enterprise – both reactively and proactively. In this role, you will be responsible for leading and driving technical conversations to determine root cause, understand future prevention activities, and partnering with teams across the Fidelity enterprise in accordance with Fidelity’s IT Service Management (ITSM) process guidelines to continually improve resiliency and stability.

As a Problem Manager on the EPM team, you will be expected to combine an in-depth understanding of the business and your technical expertise with structured methods such as the 5-Whys or Ishikawa diagraming to help determine incident root cause. Through this work, you will gain a comprehensive understanding of all the components of our applications and the system interactions and integrations by breaking down the complexity of our systems. You will work across teams to deliver robust solutions to prevent reoccurrence, focusing on preventing any negative customer experience.

The ideal candidate should show ease at making personal connections, be confident in leading and constructively challenging SMEs with a dedicated approach to solving problems and overcoming obstacles. Further, you will draw on previous experience using unconstrained thinking to bring external information, ideas and expertise back to the team. The Problem Management team is uniquely positioned to work with groups across the enterprise to identify opportunities for organization-wide technology initiatives. You will leverage your experience to move the technological landscape forward.

Responsibilities includes collaborating and partnering across the entire organization and with vendor partners to drive action and foster growth. As a member of the Enterprise Infrastructure and Operations organization, the Problem Manager is both technically competent and business oriented.

The Expertise You Have and The Skills You Bring

Previous support experience in a large enterprise as second level support or higher

Technical expertise demonstrated by industry standard qualifications

Strong working experience as a Problem Manager handling tickets in a complex enterprise

Strong communication skills enabling the facilitation of constructive postmortem reviews

Ability to effectively tell a story through concise and professional documentation to clearly summarize issues for consumption at all levels within the organization

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 proactive prevention opportunities based upon reporting/trending findings

Solid knowledge of development and process improvement methodologies with training and experience

Experience creating metrics reports for daily operations, projects, and ad hoc requests with demonstrable ability to analyze data to identify trends and process enhancement opportunities

Experience working in an Agile environment

Mastered the ability to dissect incidents, create timelines, discover root cause, and create actionable preventative measures

Can lead conversations to drive towards understanding actionable permanent resolution

Good technical background with the ability to discuss architecture, hardware, and software concepts

Possesses a full understanding of the ITSM practices, particularly Incident, Problem, and Change Management

Experience with ServiceNow

Preferred Certifications

ITIL V3 or V4 Foundation Certificate in IT Service Management

AWS Cloud Practitioner

AWS SysOps Administrator

AWS Solutions Architect Associate

AWS Solutions Architect Professional  

Microsoft Certified: Azure Fundamentals

Microsoft Certified: Azure Developer Associate

Company Overview

Fidelity Investments is a privately held company with a mission 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.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. 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 will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.