Production Support Analyst - Financial Tech (QRI) 2nd Shift

Fidelity; Merrimack (NH); Presencial; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

Fidelity Investments in Merrimack, NH seeks a Production Support Specialist for the Asset Management QRI Helpdesk. You will handle Level-1 production support, triage incidents, manage tickets, perform readiness checks, onboard users, and communicate with stakeholders to minimize business impact.

The role emphasizes automation, continuous improvement, and rapid issue resolution across applications, infrastructure, and data platforms within AWS environments, using tools like Splunk, CloudWatch,

Formación

• 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.

Responsabilidades

• Provide Level-1 Production Support for QRI business and tech teams.
• Perform incident triage, ticket management, and stakeholder updates.
• Conduct operational readiness checks and user onboarding for new processes.
• Coordinate resolution across applications, infrastructure, and data platforms.
• Leverage automation and monitoring to reduce recurring issues and improve service reliability.
• Contribute to postmortems and preventive action planning.

Conocimientos

Troubleshooting

Incident management

Root cause analysis

ITIL/ITSM knowledge

Stakeholder communication

Automation

Multi-priority management

Production support

AWS experience

SQL knowledge

Monitoring tools knowledge

Educación

Bachelor's degree in Computer Science or related field

Herramientas

Splunk

Dynatrace

Datadog

CloudWatch

Grafana

SQL

Tableau

Power BI

Active Directory

AWS

Descripción del empleo

Fidelity Investments in Merrimack, NH seeks a Production Support Specialist for the Asset Management QRI Helpdesk. You will handle Level-1 production support, triage incidents, manage tickets, perform readiness checks, onboard users, and communicate with stakeholders to minimize business impact.

The role emphasizes automation, continuous improvement, and rapid issue resolution across applications, infrastructure, and data platforms within AWS environments, using tools like Splunk, CloudWatch,