Incidents & Uptime Director, Service Center

Fidelity Investments Inc.; Texas; On-site; USD 180,000 - 240,000; Full time

Job summary

Fidelity Investments Inc. seeks a Director of Service Center Incident Operations to lead FSC Incident Operations during U.S. business hours, overseeing monitoring, event management, network and infrastructure operations, and incident response.

The role emphasizes risk identification, rapid response, and executive communication to maintain service reliability. You will coordinate cross-functional teams, translate complex issues for senior stakeholders, and drive improvements in processes and

Qualifications

• Bachelor’s degree 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 coaching and developing teams and managing performance.

Responsibilities

• Lead Fidelity Service Center (FSC) Incident Operations during U.S. core business hours.
• Coordinate cross-functional teams during high-severity incidents and critical service disruptions.
• Drive operational leadership, monitoring, event management, and executive communications to restore services quickly.
• Translate technical issues into clear business terms for senior leaders and stakeholders.

Skills

Incident management

Team leadership

ITSM

Network operations

Cloud platforms

Stakeholder communication

Production support

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field

Job description

Fidelity Investments Inc. seeks a Director of Service Center Incident Operations to lead FSC Incident Operations during U.S. business hours, overseeing monitoring, event management, network and infrastructure operations, and incident response.

The role emphasizes risk identification, rapid response, and executive communication to maintain service reliability. You will coordinate cross-functional teams, translate complex issues for senior stakeholders, and drive improvements in processes and