Principal Systems Services and Support Analyst (Roanoke)

Job Description :

We are seeking a Principal Systems Services and Support Analyst Hybrid Tech & Major Incident Management with a strong background in production support to join our Major Incident Management team. This hybrid role combines Major Incident Management responsibilities with hands-on technical expertise across cloud, infrastructure, and application environments.

The ideal candidate is passionate about troubleshooting, thrives in high-pressure situations, and is eager to grow their technical and coordination skills in a dynamic environment.

The Expertise and Skills You Bring

Bachelors degree or higher in a technology related field (like Engineering, Computer Science, Information Technology)

A minimum of 5+ years of hybrid experience in Production Support, Development or SRE Experience. Hands-On experience developing or supporting highly distributed multi-tiered systems at scale

Ability to triage while leading an incident call, perform root cause analysis, and be decisive under pressure

A self-starter and team player who can independently manage multiple responsibilities in a dynamic environment

Strong hands-on experience and ability to automate with various scripting languages such as Python, Shell Scripting, etc

Proven experience in implementing advanced observability practices and techniques at scale

Solid understanding of Cloud Computing and DevOps concepts including CI / CD Pipelines

Perform second-level support using visibility tools such as Datadog and Splunk and expert hands on experience with one or more (Datadog, Splunk, Grafana)

Understanding of ITIL processes (Incident, Problem, Change Management)

Highly effective business communication and influencing skills

Relevant certifications (ITIL, AWS, Azure) are a plus

Bonus : Retail trading , Asset Trading, or Financial Services Technology experience is a plus

Cloud Platforms : AWS, Azure

Operating Systems : Unix, Linux, Windows Server

Scripting & Development : Shell Script, .NET

Middleware & Integration : Tomcat, Apache

Monitoring Tools : Splunk, Datadog, Grafana,

Databases : Oracle DB, MS-SQL, Sybase

ITSM Tools : JIRA, ServiceNow

The Team

The Fidelity Support Center (FSC) is Fidelitys centralized enterprise monitoring and incident management hub. FSC supports a wide range of environments including application, distributed systems, mainframe, network, cloud, end-user computing, and security. As the first line of defense for production incidents, FSC provides detection, coordination, escalation, communication, and mitigation across the enterprise.

Certifications : Category :

Information Technology

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelitys 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.