Incident Response & Production Support Analyst

Fidelity Investments Inc.; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Fidelity Investments is seeking a Systems Analyst to join the Incident Support team. You will investigate and resolve production incidents, collaborate with software engineering, infrastructure, and business partners, and help improve service readiness and documentation.

The role emphasizes strong communication, troubleshooting across applications and databases, and proactive problem management to reduce incident volume and improve time to resolution.

Qualifications

• Excellent written and verbal communication with business stakeholders, engineers, and leadership.
• Strong customer service experience in application/production support or tech operations.
• Experience investigating, triaging, troubleshooting, and managing production incidents affecting critical applications.
• Experience with incident management processes: prioritization, escalation, investigation, documentation, resolution, and follow-up.
• Analytical and problem-solving skills with ability to research and understand complex systems and issues.
• Ability to coordinate with software engineering, infrastructure, database, architecture, cybersecurity, and other teams to resolve incidents.

Responsibilities

• Support business-critical applications and production incidents; investigate and resolve issues.
• Partner with technology teams to restore service and communicate with stakeholders.
• Develop technical support documentation and playbooks; identify automation opportunities.
• Analyze incident trends and contribute to problem management and continuous improvement.
• Help improve observability, monitoring, logging, and release readiness across systems.

Skills

Communication

Incident management

Troubleshooting

Analytical thinking

Documentation

Cross-functional collaboration

SQL

Tools

ServiceNow

Tableau

Power BI

Power Automate

Splunk

REST APIs

Job description

Fidelity Investments is seeking a Systems Analyst to join the Incident Support team. You will investigate and resolve production incidents, collaborate with software engineering, infrastructure, and business partners, and help improve service readiness and documentation.

The role emphasizes strong communication, troubleshooting across applications and databases, and proactive problem management to reduce incident volume and improve time to resolution.