Operational Duty Analyst

Fidelity International; England; On-site; GBP 50,000 - 60,000; Full time

Job summary

A global financial services company is seeking an Operational Duty Analyst to join their Global Major Incident and Problem Management team. The role involves managing interruptions to services to minimize business impact, supporting the Major Incident Management process, and coordinating incident activities across various teams. Ideal candidates will have a strong customer-oriented mindset, excellent communication skills, and experience with monitoring systems like Moogsoft and ServiceNow. This position operates on a shift basis across multiple locations.

Qualifications

• Experience with ServiceNow assignment groups, callout rotas and best practices for Incidents and Changes.
• Awareness of alert types and their potential to become Major or Minor incidents.
• Strong business awareness and understanding of incident and problem impact.

Responsibilities

• Support the Major Incident Management process, including troubleshooting alerts, potential issues and escalations.
• Coordinate incident activity within and across teams to ensure actions are completed on time.
• Manage routine Minor Incident support and training of ODMs.

Skills

Understanding of monitoring and alerting systems (Moogsoft, SolarWinds, etc.)

Excellent multi‑tasking, prioritisation and communication skills

Ability to coordinate incident activity

Customer‑oriented mindset

Tools

Moogsoft

ServiceNow

Job description

Operational Duty Analyst – Global Major Incident & Problem Management

The Operational Duty Analyst is part of the Global Major Incident and Problem Management team within Fidelity's Service Operations team. We operate on a 24x7x365 basis from locations in the UK, India and China. The role manages interruptions to Fidelity services to minimise business impact and ensures the Major Incident Management process is implemented consistently. This shift‑based role starts later in the day in the UK and initially supports the MIM team with Moogsoft alerts, OTP requests, vendor escalations and Minor Incidents. You will train ODMs in these systems and cross‑train to become an Operational Duty Manager capable of handling Major Incidents.

Key Responsibilities

• Support the Major Incident Management process, including troubleshooting alerts, potential issues and escalations.
• Coordinate incident activity within and across teams to ensure actions are completed on time.
• Manage routine Minor Incident support and training of ODMs.
• Escalate and recommend actions for Major Incidents and take charge when appropriate.

Qualifications & Skills

• Understanding of monitoring and alerting systems (Moogsoft, SolarWinds, etc.).
• Experience with ServiceNow assignment groups, callout rotas and best practices for Incidents and Changes.
• Awareness of alert types and their potential to become Major or Minor incidents.
• Ability to coordinate incident activity and meet required timescales.
• Strong business awareness and understanding of incident and problem impact.
• Excellent multi‑tasking, prioritisation and communication skills.
• Customer‑oriented mindset with a commitment to exceptional service.