Director of Incident Operations & Service Resilience

Fidelity Investments Inc.; Westlake (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

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

You will coordinate incident response across monitoring, network, and enterprise systems, drive timely decision-making, and partner with technology, business, and vendor teams to protect operations. You will guide cross-functional teams through high-severity events, translate technical issues for executives, and continuously improve monitoring and

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field, or equivalent practical experience.
• Significant experience leading operations centers, incident management, network operations, infrastructure operations, or production support teams in a large organization.
• Proven experience leading and developing teams, including coaching, performance management, and talent development.

Responsibilities

• Lead Fidelity Service Center (FSC) Incident Operations during U.S. core business hours.
• Coordinate cross-functional teams during critical service disruptions and incidents.
• Translate technical issues into business language for senior leaders and stakeholders.
• Improve operational processes, monitoring capabilities, and team effectiveness.

Skills

Incident management

Team leadership

High-severity incidents

Cross-functional coordination

Cloud platforms

ITSM knowledge

Business communication

Education

Bachelor’s degree in CS/Engineering/IS

Tools

ITSM tools

Job description

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

You will coordinate incident response across monitoring, network, and enterprise systems, drive timely decision-making, and partner with technology, business, and vendor teams to protect operations. You will guide cross-functional teams through high-severity events, translate technical issues for executives, and continuously improve monitoring and