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  5. Director, Problem Management
  • ID
    #49874036
  • Job type
    Permanent
  • Salary
    TBD
  • Source
    Fidelity Investments
  • Date
    2023-05-02
  • Deadline
    2023-07-01

Director, Problem Management

 New Hampshire, Merrimack, 03054 Merrimack USA
 
Permanent

Vacancy expired!

Job Description:

Role

The Enterprise Infrastructure (EI) Operations Services team is looking for a technically experienced and very motivated Problem Manager (Director level). You will work in a Team focused on permanently removing issues from the Fidelity Enterprise - both reactively and proactively. In this role, responsible for leading and driving technical conversations to determine root cause, understand future prevention activities, and partnering with teams across the Fidelity enterprise in accordance with Fidelity's IT Service Management (ITSM) process guidelines to continually improve resiliency and stability.

As a Problem Manager on the Enterprise Problem Management team, you will be expected to combine your technical expertise with structured methods such as the 5-Whys method or Ishikawa diagraming to help determine incident root cause. Through this work, you will gain an understanding of all the components of our applications, the system interactions and integrations, and be able to have a comprehensive understanding by breaking down the complexity of involved systems. You will work with the team to deliver robust solutions to prevent reoccurrence, focusing on preventing any negative customer experience. The ideal candidate should show ease at making personal connections, be confident in leading and constructively challenging with a dedicated approach to solving problems and overcoming obstacles.

This responsibility includes collaborating and partnering across the entire organization and with vendor partners to drive action and foster growth. As a member of the Enterprise Infrastructure and Operations team, the Problem Manager is both technically competent and business oriented.

The Expertise and Skills You Have
  • Previous support experience in a large enterprise at second level support or higher
  • Technical expertise demonstrated by industry standard qualifications
  • Strong working experience as a Problem Manager handling incidents and problems in a complex enterprise
  • Strong communication skills proven by facilitating blameless postmortem reviews
  • Solid ability to define ambiguous situations by analyzing data, asking probing questions, and applying extensive technology knowledge to optimize results
  • Capability to partner with Business Partners (SRE/Architecture/development teams) on proactive prevention opportunities based upon reporting/trending findings.
  • Solid knowledge of development and process improvement methodologies with training and experience
  • Extensive history creating metrics reports for daily operations, projects, and adhoc requests with demonstrable ability to analyze data to identify trends and process enhancement opportunities
  • Experience working in an Agile environment
  • Has mastered the ability to dissect incidents, discover root cause, and create practical preventative measures
  • Can lead conversations to drive towards understanding actionable permanent resolution
  • Good technical background with the ability to discuss architecture, hardware, and software concepts.
  • Strategic problem solver that can apply creative thinking to identify root cause.
  • Ability to lead blameless postmortems
  • Must have full understanding of the ITIL practices to support the day-to-day operations and Agile Project Management, as well as CI/CD pipelines and the technologies that support them.
  • Experience and confidence working with all levels of leadership; excellent written and verbal skills with ability to connect with senior leadership, quickly and concisely, relaying technical summaries in non-technical terms.
  • Self-motivated and collaborative in your approach.
  • Solid understanding of ITIL based workflows, particularly Incident, Problem, and Change Management.
  • Able to mentor ITSM team members on proper Problem Management practices.
  • Driving continuously improving Root Cause Analysis (RCA) meetings that identify follow-up actions
  • Supporting the goal of stability in our technology and services.
  • Driving the future state of the ITSM practices with a focus on proactive Problem Management
  • Supporting the Incident and Change ITSM practices across our global team.
  • Proactively reviewing incident data to identify potential reoccurring issues.
  • Ensure the effective and timely resolution of Problems across the Enterprise.
  • Applying industry tools to identify issues and trends.
  • Collaborating with the various technology teams to drive and enhance stability of IT services.

Certifications
  • AWS Cloud Practitioner
  • AWS SysOps Administrator
  • AWS Solutions Architect Associate
  • AWS Solutions Architect Professional
  • CompTIA Network +
  • CompTIA Security +

The Team

This position sits within the Enterprise Infrastructure (EI) Operations organization. Our team supports internal customers spread across a variety of business units as well as external customers using Fidelity's services and products.

Please see below for the salary range for work locations in Colorado only:N/A

Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:N/A

Please see below for the salary range for work locations in California only:N/A

Please see below for the salary range for work locations in Washington only:N/A

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a , we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling "". Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to

Find Your Fidelity at .

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to , or by calling , prompt 2, option 3.

We welcome those with experience in jobs such as Software Developer, Computer Technician, and Computer User Support Specialist and others in the Computers and Technology to apply.

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