Director, Incident Response & Service Center Ops

Fidelity Investments Inc.; Roanoke (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

Fidelity Investments Inc. is seeking a Director, Service Center Incident Operations to lead FSC Incident Operations during U.S. core business hours.

You will provide strategic oversight across monitoring, event management, network operations, incident response, and executive communications to protect services and customers. You will partner with technology, business, and vendor teams to identify risks, coordinate responses to critical events, and drive rapid restoration while maintaining

Qualifications

• Bachelor’s degree or equivalent experience in a technical field.
• Experience leading operations centers and incident management in large organizations.
• Proven leadership, coaching, and talent development.
• Ability to translate technical issues to business language for executives.

Responsibilities

• Lead FSC Incident Operations during U.S. core business hours.
• Coordinate response to high-severity incidents and cross-functional teams.
• Drive operational awareness, risk identification, and service restoration.
• Partner with engineering, cybersecurity, and vendor teams to ensure reliability.

Skills

Incident management

Operations leadership

Cross-functional collaboration

Monitoring & event management

Network operations

ITSM practices

Executive communications

Problem solving

Education

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

Job description

Fidelity Investments Inc. is seeking a Director, Service Center Incident Operations to lead FSC Incident Operations during U.S. core business hours.

You will provide strategic oversight across monitoring, event management, network operations, incident response, and executive communications to protect services and customers. You will partner with technology, business, and vendor teams to identify risks, coordinate responses to critical events, and drive rapid restoration while maintaining