Operational Duty Analyst

Fidelity International; Bristol; On-site; GBP 40,000 - 50,000; Full time

Job summary

A global financial services company is seeking an Operational Duty Analyst to join their Enterprise Service Management team in Kingswood. This shift-based role is crucial for managing disruptions to services and ensuring effective Incident Management. Candidates should possess strong problem-solving skills, experience with monitoring systems like Moogsoft and ServiceNow, and demonstrate an ability to handle high-pressure situations. The company values team collaboration and offers a supportive work culture.

Benefits

Comprehensive benefits package

Support for personal development

Flexible working arrangements

Qualifications

• Good under pressure with experience in minor incidents.
• Awareness of Problem and Change management.
• Capable of troubleshooting alerts and issues.

Responsibilities

• Manage interruptions to services and ensure Major Incident Management process is effective.
• Provide support to the MIM team around alerts and requests.
• Train Operational Duty Managers in relevant systems.

Skills

Understanding of monitoring and alerting systems

Understanding of ServiceNow

Experience/awareness of alert types

Ability to co-ordinate incident activity

Good business awareness

Ability to multi-task and prioritise

Ability to identify related changes

Customer-oriented decision making

Understanding of priorities

Ability to communicate relevant information

Tools

Moogsoft

ServiceNow

Job description

About the Opportunity

Job Type: Permanent
Application Deadline: 31 March 2026

Job Description

Title Operational Duty Analyst

Department Enterprise Service Management

Location Kingswood

Reports To Service Operations Manager

Level 4

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Enterprise Service Management team and feel like you’re part of something bigger.

About your team

Service Operations is part of our Enterprise Service Management organisation. We operate Incident, Problem, Change, Request, Service Control and Service Governance and Reporting, with our Major Incident Management function operating on a 24x7x365 basis.

About your role

The Operational Duty Analyst is part of the Global Major Incident and Problem Management team which sits within Fidelity’s Service Operations team. We operate on a 24x7x365 basis from our locations in the UK, India and China. We manage any interruptions to Fidelity’s services to minimise impact to business and to ensure the Major Incident Management process is implemented seamlessly and consistently. This is a set, shift-based role which starts later in the day in the UK. With a background and experience in specific systems (Moogsoft, ServiceNow) this role will initially provide support to the MIM team around Moogsoft alerts, OTP requests, vendor escalations, and support for all types of Minor Incidents. You will also be responsible for training up all ODMs in these systems, while you in turn will cross train to eventually become an Operational Duty Manager who can handle Major Incidents.

About you

Good under pressure, you are experienced with minor Incidents and understand the dynamic between them and how this interlinks with monitoring, alerting, critical system activities, controls and governance. You have an awareness of Problem and Change management and can understand the benefits of them and how they relate to Incident Management. You are not afraid to roll your sleeves up and get involved in troubleshooting alerts, potential issues, escalations and making recommendations for Major Incidents as well as eventually taking charge of Major incidents yourself.

Skills and Experience

• Understanding of monitoring and alerting systems (Moogsoft, SolarWinds etc)
• Understanding of ServiceNow - assignment groups, callout rotas and best practices as well as Incidents and Changes
• Experience/awareness of types of alerts and their ability to become a Major or Minor incidents
• Ability to co-ordinate incident activity within and across teams, to ensure actions are completed within required timescales
• Good business awareness and an understanding of the impact of incidents and problems to FIL’s business.
• Ability to multi-task and prioritise workload
• Ability to quickly identify any related changes which may have caused an incident which has impacted customers.
• Makes customer-oriented decisions and shares great stories of exceptional customer service
• Understanding of priorities and setting of priorities
• Ability to communicate relevant information remaining mindful of the audience

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.