Fidelity Investments is currently looking for a Manager on Duty (MOD), as part of the Swift Tactical Action Team (STAT) within the Fidelity Service Center (FSC)
In this role you will be responsible for the supervision and handling an unplanned interruption or degradation of an IT Service that causes an impact to business operations directly or indirectly affecting many users, depriving the business of one or more crucial services.
The role will operate as part of a rotational shift that will cover 24/7 and it will be responsible for leading major incidents that fall within their shift. There will be two shifts to ensure weekend coverage. This is a highly visible position that requires frequent contact and communication with Executive Leadership. Your excellent communications skills and your ability to prioritize numerous tasks simultaneously will serve you well as a focal point of a dynamic, fast-paced business environment.
As the operational Manager on Duty, you will be responsible for working on the restoration of our Technology services. The role is high energy, high engagement with high awareness of global teams, technologies, and leadership. It provides an exceptional opportunity to obtain a full appreciation, insight and understanding of global systems, operations and processes across a global enterprise.
The Expertise You Have and The Skills You Bring
Responsible to coordinate all the relevant resource and teams required to support live major incidents.
Closely supervise ongoing incidents and provide updates to executive leadership.
Provide support to the Major Incident Manager to lead MI process during MI events.
Ensure the incidents are handled within the service level agreement (SLA) timescales.
Ensure that Major Incidents are resolved and closed without undue delay.
Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident management tool.
Help the team to coordinate the resolution of high impact Major Incidents to minimize business disruption.
Collaborate with the Change Management and Problem Management teams.
Maintain effective communication across the board in terms of technical team members and leadership.
Collaborate efficiently to ensure that events, alerts and changes are defined and understood to enable faster response to incidents.
Take advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates sophisticated/technical issues to meet the audience's competency level)
Perform accurate and precise real-time investigation and triage of Infrastructure alerts.
Setting up mentoring program for new hires.
Reporting to management on the teams' progression and competency.
Provide input into evaluation of project team members.
Identify key competency gaps and work to ensure training is given.
Work with cross-functional teams, globally, and across cultural boundaries.
Hold individual and teams of problem solvers to task on simultaneous technical workstreams with strict, tight deadlines.
Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes.
Assist support teams in translating technical impact to business impact and align on priority based on the realized and potential business impact.
Constantly seek clarification and current resolution status and actions plan(s) to ensure accurate and concise communications.
Troubleshooting skills to identify the currently technical flow and ensure that the incident managers are staying on point.
Understanding of best practices – Change Management
Clear understanding of the SDLC (Software Development Lifecyle) to ensure the impact on production.
Understanding the impact of Patching, upgrade, infrastructure and know when and who to call in to help resolve the issue.
A clear pulse of the operations on shift of what potentially could impact to what is impacting and ensure all bases are covered.
Relevant Expertise Considered:
Shift Leader, Major Incident Manager, Incident Escalation Manager, ITSM, Problem Management, Change Management, Operations Manager, Network Operations Centre (NOC).
Certifications: