Job Description:
Senior Systems Services and Support Analyst – Incident Management
Job Summary
The Senior Systems Services and Support Analyst is a key member of the Incident Management team, responsible for coordinating, triaging, and driving resolution of technology incidents that impact business operations. This role serves as a central communication point during incidents, ensuring accurate reporting, effective escalation, and timely engagement of the appropriate technical teams. The ideal candidate combines strong analytical skills with excellent written and verbal communication and thrives in high-pressure environments.
Key Responsibilities
- Act as a primary responder for technology incidents, ensuring incidents are logged, prioritized, and managed in accordance with established incident management processes
- Triage incidents by assessing impact, urgency, and scope, and direct problem resolution to the appropriate support teams or subject matter experts
- Coordinate incident response activities across multiple technical teams to drive timely resolution and minimize business impact
- Provide clear, concise, and professional written and verbal communications to technical teams, leadership, and business stakeholders throughout the incident lifecycle
- Produce accurate, timely incident reports, including incident summaries, timelines, root cause details (as available), and follow-up actions
- Facilitate incident bridges or war rooms during high-severity incidents, ensuring focus, accountability, and progress toward resolution
- Track incident status and ensure updates are communicated at appropriate intervals according to incident severity
- Participate in post-incident reviews, contributing to continuous improvement of incident handling, escalation paths, and documentation
- Support the refinement and adherence to incident management protocols, SLAs, and operational best practices
Required Skills & Qualifications
- Strong written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences
- Proven experience with incident reporting, including the creation of incident summaries, timelines, and stakeholder communications
- Demonstrated ability to triage incidents effectively, assess impact and urgency, and route issues to the correct resolution teams
- Experience working within an Incident Management, IT Operations, or production support environment
- Ability to remain calm, organized, and decisive in high-pressure, time-sensitive situations
- Strong analytical and problem-solving skills with attention to detail
- Familiarity with IT service management (ITSM) tools and frameworks (e.g., ServiceNow, ITIL concepts)
Preferred Qualifications
- Experience supporting enterprise-scale systems or 24x7 production environments
- Prior involvement in major incident management or on-call support rotations
- ITIL certification or formal training in incident and problem management
- Experience preparing executive-facing incident communications
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- 5+ years of experience in systems support, incident management, or IT operations roles
Why Join Us
- Opportunity to play a critical role in protecting system stability and business continuity
- Work with cross-functional teams and gain broad exposure to enterprise technologies
- Fast-paced, impactful role with high visibility across the organization
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.
