Incident Support Systems Analyst

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

Job summary

Fidelity Investments Inc. is seeking an experienced Systems Analyst to join our Incident Support team. You will investigate and resolve production incidents, coordinate with technology teams, and communicate clearly with business stakeholders throughout the incident lifecycle.

The role emphasizes strong troubleshooting, documentation, and problem management, with opportunities to improve automation and observability across applications. Onsite work is required in Durham, NC.

Qualifications

• Experience investigating and resolving production incidents affecting critical applications.
• Strong communication with business stakeholders and technical teams.
• Proficient with SQL and relational databases; able to analyze data.
• Experience using Splunk for log analysis and incident investigation.
• Familiarity with REST APIs, web services, and distributed systems.
• Ability to create technical documentation and runbooks.

Responsibilities

• Investigate and triage production incidents; coordinate with engineering and operations.
• Provide timely updates to stakeholders throughout incident lifecycle.
• Develop and maintain technical support documentation and runbooks.
• Identify trends and contribute to problem management and automation.
• Assist in post-incident reviews and continuous improvement initiatives.

Skills

Incident management

Root cause analysis

Technical troubleshooting

Documentation

Stakeholder communication

Analytical thinking

Ownership

Collaboration across teams

Automation concepts

Observability & logging

Tools

Splunk

Tableau

Power BI

ServiceNow

Power Automate

REST APIs

SQL

Job description

Fidelity Investments Inc. is seeking an experienced Systems Analyst to join our Incident Support team. You will investigate and resolve production incidents, coordinate with technology teams, and communicate clearly with business stakeholders throughout the incident lifecycle.

The role emphasizes strong troubleshooting, documentation, and problem management, with opportunities to improve automation and observability across applications. Onsite work is required in Durham, NC.