Incident Response Systems Analyst

Fidelity Investments Inc.; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Fidelity Investments Inc. is seeking a Systems Analyst for the Incident Support team. You will investigate and resolve production incidents, communicate with stakeholders, and help improve stability and supportability across applications.

The role requires strong technical troubleshooting, professional communication, and documentation skills, with experience across logs, APIs, SQL, and analytics tools. Onsite responsibilities may apply in a dynamic, fast-paced environment.

Qualifications

• Excellent written and verbal communication with stakeholders.
• Strong customer service experience in app support or tech operations.
• Experience investigating, triaging, and managing production incidents.
• Experience with incident management processes, prioritization, escalation, and documentation.
• Analytical and problem-solving skills for complex systems and issues.
• Experience reviewing logs across applications, databases, and APIs.
• Proficiency with SQL and relational databases.
• Ability to coordinate with software engineering, infrastructure, database, and security teams to resolve incidents.
• Ownership mindset to drive incident resolution and follow-through.
• Ability to identify recurring incidents and contribute to problem management.

Responsibilities

• Investigate and resolve production incidents affecting business-critical applications.
• Communicate timely updates to stakeholders throughout incident lifecycle.
• Develop technical support documentation, runbooks, and operational procedures.
• Identify opportunities for automation and process improvements.
• Analyze incident trends and contribute to problem management and post-incident reviews.
• Collaborate across engineering, infrastructure, and business teams to resolve complex issues.
• Participate in major incident responses and post-incident follow-ups.

Skills

Incident management

Troubleshooting

Communication skills

Documentation

SQL

REST APIs

Splunk

Tableau

Power BI

Automation awareness

Tools

ServiceNow

Tableau

Power BI

Power Automate

SQL

Job description

Fidelity Investments Inc. is seeking a Systems Analyst for the Incident Support team. You will investigate and resolve production incidents, communicate with stakeholders, and help improve stability and supportability across applications.

The role requires strong technical troubleshooting, professional communication, and documentation skills, with experience across logs, APIs, SQL, and analytics tools. Onsite responsibilities may apply in a dynamic, fast-paced environment.