IT Support Engineer providing 1st and 2nd line on - site support for a dynamic Technical Resource Group team. Responsibilities include troubleshooting and hardware/software issue resolution.
SF
Hybrid Principal Systems Services and Support Analyst
Posted 5 months ago
About the role
- Principal Systems Services and Support Analyst role at Fidelity focusing on hybrid tech and major incident management. Troubleshooting in high-pressure situations while growing technical expertise and skills.
Responsibilities
- Join the Major Incident Management team as a Principal Systems Services and Support Analyst – Hybrid
- Combine Major Incident Management responsibilities with hands-on technical expertise across cloud, infrastructure, and application environments
- Passionate about troubleshooting and able to thrive in high-pressure situations
- Eager to grow technical and coordination skills in a dynamic environment
Requirements
- Bachelor’s degree or higher in a technology related field (like Engineering, Computer Science, Information Technology)
- A minimum of 5+ years of hybrid experience in Production Support, Development or SRE Experience.
- Hands-On experience developing or supporting highly distributed multi-tiered systems at scale
- Ability to triage while leading an incident call, perform root cause analysis, and be decisive under pressure
- A self-starter and team player who can independently manage multiple responsibilities in a dynamic environment
- Strong hands-on experience and ability to automate with various scripting languages such as Python, Shell Scripting, etc
- Proven experience in implementing advanced observability practices and techniques at scale
- Solid understanding of Cloud Computing and DevOps concepts including CI/CD Pipelines
- Perform second-level support using visibility tools such as Datadog and Splunk and expert hands-on experience with one or more (Datadog, Splunk, Grafana)
- Understanding of ITIL processes (Incident, Problem, Change Management)
- Highly effective business communication and influencing skills.
- Relevant certifications (ITIL, AWS, Azure) are a plus
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonus eligible
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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