Senior Systems Services and Support Analyst

Fidelity; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Fidelity in Bengaluru is seeking a Senior Systems Services and Support Analyst to lead major IT incidents from detection to restoration. The role requires hands-on leadership, coordinating across infrastructure, applications, and vendors, and delivering timely, business-impact updates to senior stakeholders.

You will drive incident communications, support RCA/post-incident reviews, and ensure adherence to governance standards.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field; 8–10+ years in IT Operations, Service Management, or Incident Management.
• Demonstrated ability to coordinate complex, high-impact incidents with minimal supervision.
• Excellent written and verbal communication with technical teams, business partners, and senior stakeholders.

Responsibilities

• Lead and coordinate major/high-impact incidents from detection through restoration and closure.
• Act as Incident Commander, directing bridge calls and coordinating recovery across infrastructure, applications, and vendors.
• Ensure timely incident declaration, escalation, communication, and restoration in line with SLAs/OLAs.
• Support post-incident reviews and root cause analysis with relevant teams.
• Maintain incident timelines, documentation, and follow-up actions for continuous improvement.

Skills

Incident coordination

Stakeholder communication

Cross-functional collaboration

Analytical mindset

Calm under pressure

Education

Bachelor's degree in information technology or computer science

ITIL Foundation certification (preferred)

Tools

ServiceNow

Splunk

Datadog

AppDynamics

AWS/Azure

Job description

Job Title - Senior Systems Services and Support Analyst

The Purpose of This RoleThe Major Incident Manager leads and coordinates assigned major and high-impact IT incidents in line with the defined Major Incident Management process. The role focuses on rapid service restoration, structured execution, timely escalation, and clear stakeholder communication to minimize business disruption.This is a hands-on senior individual contributor role. The Major Incident Manager provides incident command during critical service disruptions, coordinates technical and business teams, follows established governance standards, and supports post-incident reviews to strengthen operational discipline.

The Value You Delive r

• Lead and coordinate assigned major and high-impact incidents from detection through restoration and closure.
• Act as Incident Commander for assigned incidents, leading bridge calls and coordinating recovery efforts across infrastructure, application, vendor, and business teams.
• Ensure timely incident declaration, escalation, communication, and restoration in alignment with defined SLAs and OLAs.
• Assess business impact, service degradation, and incident urgency quickly to help prioritize restoration efforts.
• Maintain structure, focus, and control during high-pressure and time-sensitive incident situations.
• Serve as the primary coordination point for incident communications during assigned major incidents, including updates to senior leaders, business stakeholders, and technical teams.
• Provide clear, concise, and timely updates throughout the incident lifecycle, translating technical details into business-impact language.
• Facilitate and support Root Cause Analysis (RCA) and post-incident reviews in collaboration with application, infrastructure, and Problem Management teams.
• Ensure accurate incident timelines, documentation, and tracking of corrective and preventive actions.
• Identify recurring incident themes and highlight them to engineering and Problem Management teams to support corrective action tracking.
• Follow ITIL-based Major Incident Management processes and governance standards.
• Work closely with Infrastructure, Application, SRE, Change, Release, and Operations teams to ensure coordinated incident response.
• Coordinate with third-party vendors and service providers to support timely escalation and restoration.
• Support global, multi-time-zone operational models, including follow-the-sun and on-call coverage as required.

The Skills that are Key to this Role - Technical / Behavioral

Technical Skills:

• Strong working knowledge of ITIL Incident and Major Incident Management practices, with familiarity with Problem and Change Management interfaces.
• Working understanding of large-scale enterprise IT environments, including:Servers, networks, databases, and storageCloud platforms (AWS, Azure, or equivalent)Middleware, batch processing, and mission-critical applications
• Experience with ITSM platforms such as ServiceNow.
• Experience using monitoring and observability tools such as Splunk, Datadog, AppDynamics, or equivalent platforms.
• Working awareness of Business Continuity, High Availability, and Disaster Recovery principles.
• Ability to assess complex technical issues quickly and coordinate effective mitigation across teams.

Behavioral Skills:

• Strong incident coordination skills, with the confidence to guide incident discussions and support sound decision-making under pressure.
• Clear and effective verbal and written communication skills, including concise updates for senior stakeholders.
• Strong sense of ownership and urgency within assigned incident scope.
• Ability to remain calm, focused, and methodical during prolonged or critical incidents.
• Strong collaboration and stakeholder coordination skills across technical and non-technical teams.

The Skills that are Good to Have for this Role

• Exposure to Financial Services or other regulated environments.
• Exposure to global IT operations and enterprise support models.
• Familiarity with incident automation, event management, and proactive monitoring concepts.
• Exposure to incident coordination involving external vendors or cloud service providers.

The Expertise We're Looking For

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent practical experience.
• 8-10+ years of experience in IT Operations, Service Management, or Incident Management.
• Working knowledge of enterprise infrastructure and service management practices.
• Proven ability to coordinate complex, high-impact incidents with limited supervision and in line with established processes.
• Ability to communicate clearly with technical teams, business partners, and senior stakeholders.
• Analytical mindset with high attention to detail and structured problem-solving approach.
• Exposure to global, cross-time-zone operating models is preferred.
• ITIL Foundation certification preferred.

How Your Work Impacts the Organization

The Major Incident Manager helps