Systems Services and Support Analyst

Fidelity; Merrimack (NH); On-site; USD 70,000 - 95,000; Full time

Job summary

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,

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

• 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.

Skills

Troubleshooting

Incident management

Root cause analysis

ITIL/ITSM knowledge

Stakeholder communication

Automation

Multi-priority management

Production support

AWS experience

SQL knowledge

Monitoring tools knowledge

Education

Bachelor's degree in Computer Science or related field

Tools

Splunk

Dynatrace

Datadog

CloudWatch

Grafana

SQL

Tableau

Power BI

Active Directory

AWS

Job description

Fidelity will not provide immigration sponsorship for this position.

Job Description:

The Role

We are looking for a highly motivated individual to support our Asset Management Quantitative Research and Investments (QRI) business and technology teams. As part of Enterprise Infrastructure and Operations, the QRI Helpdesk serves as the primary point of contact for technology issues impacting business operations and critical workflows.

The role encompasses Level-1 Production Support, incident triage, ticket management, operational readiness checks, user onboarding, and stakeholder communication. The successful candidate will develop deep expertise in QRI business applications and workflows to rapidly diagnose issues, assess business impact, prioritize remediation, and coordinate resolution across technology teams. The individual will leverage AI-enabled support capabilities to accelerate issue analysis, drive effective incident management, and perform thorough postmortems that identify root causes and preventive actions. A strong focus on continuous improvement, operational excellence, and enhancing the business user experience is expected through the reduction of recurring issues and proactive service improvements.

The Production Support organization provides 24x7 service coverage. This role requires second-shift and weekend support based on business needs.

The Expertise You Have and The Skills You Bring

• 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.

The Team

This role supports the Asset Management's Quantitative Research and Investments Helpdesk team and provides critical support to Asset Management's QRI Business and Production support.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Information Technology

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.