Production Support Analyst - 2nd Shift (QRI/Asset Mgmt)

Fidelity Investments Inc.; Merrimack (NH); On-site; USD 70,000 - 100,000; Full time

Job summary

Fidelity Investments Inc. is seeking a motivated individual to support our Asset Management Quantitative Research and Investments (QRI) business and technology teams. The QRI Helpdesk provides Level-1 Production Support, incident triage, ticket management, and coordination across technology to minimize business impact.

A focus on automation and continuous improvement drives service excellence. The role requires second-shift and weekend coverage, with exposure to Windows, AWS, SQL, and monitoring

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field preferred.
• Experience supporting Asset Management, Investment Management, Quantitative Research, Trading, or other financial services technology platforms.
• Strong troubleshooting skills with the ability to assess impact, prioritize issues, and coordinate resolution across applications, infrastructure, and data platforms.
• Experience managing major incidents, driving escalations, leading stakeholder communications, and supporting service restoration efforts.
• Experience conducting root cause analysis and implementing improvements to reduce recurring issues and improve service reliability.
• Experience supporting Windows environments, Active Directory, identity and access management, and cloud-hosted services.
• Experience supporting applications, databases, and infrastructure in AWS environments.
• Working knowledge of SQL and monitoring tools such as Splunk, Dynatrace, Datadog, CloudWatch, or Grafana.
• Understanding of ITIL and ITSM practices, including Incident, Problem, and Change Management.
• Experience using reporting and analytics tools such as Tableau or Power BI.
• Ability to manage multiple priorities in a fast-paced production support environment.
• Demonstrated focus on automation, operational efficiency, and continuous improvement.

Responsibilities

• The Role encompasses Level-1 Production Support, incident triage, ticket management, operational readiness checks, user onboarding, and stakeholder communication.
• Develop deep expertise in QRI applications and workflows to diagnose issues, assess business impact, and coordinate resolutions across technology teams.
• Leverage AI-enabled support capabilities to accelerate issue analysis, drive effective incident management, and perform postmortems identifying root causes and preventive actions.
• Support 24x7 service coverage with second-shift and weekend support as needed.

Skills

Troubleshooting

Incident management

Stakeholder communication

Multi-tasking

Automation

Operational excellence

Continuous improvement

Resource prioritization

Production support

Education

Bachelor's degree in Computer Science/Information Systems/Engineering or related field

Tools

Splunk

Dynatrace

Datadog

CloudWatch

Grafana

SQL

Tableau

Power BI

AWS

Active Directory

Windows environments

Job description

Fidelity Investments Inc. is seeking a motivated individual to support our Asset Management Quantitative Research and Investments (QRI) business and technology teams. The QRI Helpdesk provides Level-1 Production Support, incident triage, ticket management, and coordination across technology to minimize business impact.

A focus on automation and continuous improvement drives service excellence. The role requires second-shift and weekend coverage, with exposure to Windows, AWS, SQL, and monitoring