Director, Service Center Incident Operations

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 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.

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.