Director, Incident Response & Service Center Operations

Fidelity Investments Inc.; Westlake (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Fidelity Investments Inc. invites applications for a Director, Service Center Incident Operations. You will lead FSC Incident Operations during U.S.

core business hours, coordinating monitoring, event management, network operations, incident response, and executive communications to minimize downtime and protect customer experiences. You will partner across technology, business, and vendor teams to identify risks, restore services quickly, and maintain enterprise-wide awareness.

Qualifications

• Bachelor’s degree in CS/Engineering/IS or related field, or equivalent practical experience.
• Significant experience leading operations centers, incident management, network operations, infrastructure operations, or production support teams within a large, complex organization.
• Proven experience leading and developing teams, including coaching, performance management, and talent development.
• Experience directing high-severity incidents and coordinating cross-functional teams during critical service disruptions.
• Strong understanding of technology operations, including monitoring, networking, cloud platforms, infrastructure, applications, and service dependencies.
• Knowledge of ITSM practices, including incident, problem, change, and event management.
• Ability to translate technical issues into clear business language for senior leaders and stakeholders.
• Experience improving operational processes, automation, monitoring capabilities, and team effectiveness.
• Strong analytical and decision‑making skills with the ability to assess technical issues, customer impact, and business risk.
• Experience partnering with network engineering teams and supporting enterprise routing or data center operations preferred.

Responsibilities

• Lead FSC Incident Operations during U.S. core business hours with operational leadership.
• Identify and manage risk, coordinate responses to critical events, and restore services quickly.
• Partner with technology, business, and vendor teams to protect operations.
• Maintain enterprise-wide operational awareness and timely decision-making during disruptions.
• Drive consistent execution and improve resiliency across the enterprise.

Skills

Operations leadership

Incident management

Network operations

Infrastructure operations

Production support

Coaching

Performance management

Cross-functional coordination

Business language translation

Automation

ITSM

Monitoring

Cloud platforms

Decision making

Analytical

Vendor partnership

Education

Bachelor’s degree in CS/Engineering/IS or related field

Job description

Fidelity Investments Inc. invites applications for a Director, Service Center Incident Operations. You will lead FSC Incident Operations during U.S.

core business hours, coordinating monitoring, event management, network operations, incident response, and executive communications to minimize downtime and protect customer experiences. You will partner across technology, business, and vendor teams to identify risks, restore services quickly, and maintain enterprise-wide awareness.