Director, Service Center Incident Operations

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 will not provide immigration sponsorship for this position.

Job Description

The Role

As Director, Service Center Incident Operations, you will lead Fidelity Service Center (FSC) Incident Operations during U.S. core business hours, providing operational leadership across monitoring, event management, network operations, incident response, and executive communications. This role focuses on identifying and managing risk, coordinating responses to technology and business-impacting events, restoring services quickly, and maintaining enterprise-wide operational awareness. You will be leading critical operational functions, driving consistent execution, and ensuring timely decision-making during complex situations. By partnering across technology, business, and vendor teams, you will help deliver reliable experiences for customers and associates while protecting business operations.

The Expertise And Skills You Bring

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a 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 Information Technology Service Management (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

The Team

Fidelity Service Center (FSC) Incident Operations serves as Fidelity's central hub for operational awareness, monitoring, incident response, and service restoration. We partner closely with engineering, infrastructure, cybersecurity, application, business, and vendor teams to identify risks, respond to critical events, and maintain the stability of services that support our customers and associates. Our team exists to provide clear operational leadership, ensure rapid coordination during disruptions, and improve resiliency across the enterprise.

Fidelity’s Onsite Working Model

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications

Category:

Information Technology

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.