Principal Systems Service and Support Engineer

Durham, NC

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Job Description:

The Role

You will be responsible for bringing together multiple technologies to deliver a cohesive platform-as-a-service product. You have a passion for technology tempered by a level-headed, ITIL-oriented approach to problem solving, and can take knowledge gained from triaging issues and feed it back into product design and support, making the end-to-end delivery more robust.

In this role, you will work on one of two morning/evening US-based shifts (which will include either a Saturday or Sunday). The successful candidate is adept at pinpointing root cause and is motivated to learn low level technical details to solve issues both immediately via workarounds and permanently by identifying defects to be fixed. A sense of urgency, responsiveness, and strong desire to meet partners’ expectations are all necessary attributes of a successful candidate for this role.

All candidates must be able to:

  • Provide Level 1 and Level 2 Application support for production and non-production environments
  • Investigate and resolve system generated alerts
  • Investigate and resolve user raised incidents and service requests
  • Coordinate with different teams for incident resolution
  • Escalate issues to Engineering team if issues are beyond scope

This position is based in Durham, NC.

The Expertise and Skills You Bring

  • BS or higher education in Computer Science, Software Engineering, or IT-oriented degree program.
  • 5+ years technical Systems Operations experience, preferably in an ITIL-oriented support capacity, Help Desk, or similar role.
  • 5+ years’ experience in Linux/UNIX
  • Preferred Apache Tomcat web server administration & support experience
  • Experience using and supporting any of the monitoring and alerting tools like Splunk, Dynatrace, DataDog, AWS Cloudwatch
  • Experience with AWS Cloud migrations and managing applications in AWS
  • CI/CD tools, AWS, scripting such as Python, Perl
  • Preferred experience with administrating Messaging Products such as Kafka and TIBCO Enterprise Message Service

Desirable Qualifications

  • Excellent communication skills and crisis co-ordination skills
  • Any AWS certification is preferred. Architect / Developer / SysOps.
  • Demonstrated experience in supporting production environments for application built on technology components Java, Tomcat, Oracle & Informatica
  • Experience with Site Reliability Engineering Best Practice
  • Experience with Shell scripting and Ansible automation
  • Multitask and being able to prioritize effectively
  • Should have good analytical skills
  • Troubleshoot and resolve issues during Major or Minor incident call

The Team

The Common Platform Solutions team, a part of Asset Management Technology, provides Fidelity’s development teams with Platform as a Service (PaaS) capabilities through common solutions and frameworks delivered in a scalable infrastructure. These services are provided and supported in collaboration with our business partners, to help advance their business objectives with a focus on operational excellence, cost effectiveness, innovation, and close business alignment.

We are looking for a Principal Systems Support Engineer with strong customer and communication skills to provide operational expertise on our Global Support team’s Level 2 practice. This team manages the stability and business continuity for several development frameworks, application components, infrastructure/hosting, and enterprise-level services. Our support practice serves as a primary contact for business partners and is comprised of “operationally-minded and technically oriented” engineers that provide assistance, triage, and resolution of platform-related issues.

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 Glassdoor Employees’ Choice Award, we have been recognized by our employees as a Best Place to Work in 2022. 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.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, 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 “Dynamic Working.” 

We invite you to Find Your Fidelity at fidelitycareers.com.

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 Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.

Fidelity benefits that adapt to everything life sends your way

Benefits With You in Mind

Benefits for your whole life – that’s what you’ll find at Fidelity.

You’ll find everything from perks that makes your daily life better to those big-picture, life-changing resources to support you at all stages of your life. We have an amazing package of benefits and programs designed to help you thrive – both in and outside of work.

Family Programs

  • Adoption assistance
  • Backup dependent care
  • Maternity & parental leave (Up to 16 weeks of paid maternity leave and 12 weeks of paid parental leave)
  • Dependent care flexible spending account (FSA)

Wellness Programs

  • On-site health & wellness centers
  • Fitness reimbursement program
  • Nutritional counseling
  • Healthy dining program

Retirement Planning

  • 401(k) Retirement Savings Plan: Eligible associates can make pre-tax and/or Roth after-tax contributions, and Fidelity will match you contributions dollar-for-dollar up to 7% of your eligible compensation.
  • For eligible associates, Fidelity may make an annual Profit Sharing contribution of up to 10% of your eligible compensation.*

Health & Insurance

  • Medical coverage
  • Dental & vision coverage
  • Disability Insurance
  • Fidelity Health Savings Accounts (HSA) and Health Flexible Spending Accounts (FSA)

Education Benefits

  • Student loan assistance – helping you pay down your loans so you can save on interest, with up to $15K in contributions
  • Tuition reimbursement program

* Albuquerque-based regular employees, excluding individuals employed in a retail branch location, are not eligible to receive the Profit Sharing contribution.

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Fidelity creates a work environment for people to flourish

Our Commitment to Diversity and Inclusion

“Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect.” Abby Johnson | Chairman and CEO Fidelity Investments

At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.

Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.

These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.

  • Over 22K employees participate in an affinity group.
  • Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
  • 74% increase in affinity group memberships over the last three years.

Giving Back to Our Communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,000 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
  • Supported more than 300,000 unique charities around the world.
  • Since its inception, more than $42 billion has been given to public charities.

Job Description:

The Role

You will be responsible for bringing together multiple technologies to deliver a cohesive platform-as-a-service product. You have a passion for technology tempered by a level-headed, ITIL-oriented approach to problem solving, and can take knowledge gained from triaging issues and feed it back into product design and support, making the end-to-end delivery more robust.

In this role, you will work on one of two morning/evening US-based shifts (which will include either a Saturday or Sunday). The successful candidate is adept at pinpointing root cause and is motivated to learn low level technical details to solve issues both immediately via workarounds and permanently by identifying defects to be fixed. A sense of urgency, responsiveness, and strong desire to meet partners’ expectations are all necessary attributes of a successful candidate for this role.

All candidates must be able to:

  • Provide Level 1 and Level 2 Application support for production and non-production environments
  • Investigate and resolve system generated alerts
  • Investigate and resolve user raised incidents and service requests
  • Coordinate with different teams for incident resolution
  • Escalate issues to Engineering team if issues are beyond scope

This position is based in Durham, NC.

The Expertise and Skills You Bring

  • BS or higher education in Computer Science, Software Engineering, or IT-oriented degree program.
  • 5+ years technical Systems Operations experience, preferably in an ITIL-oriented support capacity, Help Desk, or similar role.
  • 5+ years’ experience in Linux/UNIX
  • Preferred Apache Tomcat web server administration & support experience
  • Experience using and supporting any of the monitoring and alerting tools like Splunk, Dynatrace, DataDog, AWS Cloudwatch
  • Experience with AWS Cloud migrations and managing applications in AWS
  • CI/CD tools, AWS, scripting such as Python, Perl
  • Preferred experience with administrating Messaging Products such as Kafka and TIBCO Enterprise Message Service

Desirable Qualifications

  • Excellent communication skills and crisis co-ordination skills
  • Any AWS certification is preferred. Architect / Developer / SysOps.
  • Demonstrated experience in supporting production environments for application built on technology components Java, Tomcat, Oracle & Informatica
  • Experience with Site Reliability Engineering Best Practice
  • Experience with Shell scripting and Ansible automation
  • Multitask and being able to prioritize effectively
  • Should have good analytical skills
  • Troubleshoot and resolve issues during Major or Minor incident call

The Team

The Common Platform Solutions team, a part of Asset Management Technology, provides Fidelity’s development teams with Platform as a Service (PaaS) capabilities through common solutions and frameworks delivered in a scalable infrastructure. These services are provided and supported in collaboration with our business partners, to help advance their business objectives with a focus on operational excellence, cost effectiveness, innovation, and close business alignment.

We are looking for a Principal Systems Support Engineer with strong customer and communication skills to provide operational expertise on our Global Support team’s Level 2 practice. This team manages the stability and business continuity for several development frameworks, application components, infrastructure/hosting, and enterprise-level services. Our support practice serves as a primary contact for business partners and is comprised of “operationally-minded and technically oriented” engineers that provide assistance, triage, and resolution of platform-related issues.

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 Glassdoor Employees’ Choice Award, we have been recognized by our employees as a Best Place to Work in 2022. 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.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, 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 “Dynamic Working.” 

We invite you to Find Your Fidelity at fidelitycareers.com.

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 Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.

Fidelity benefits that adapt to everything life sends your way

Benefits With You in Mind

Benefits for your whole life – that’s what you’ll find at Fidelity.

You’ll find everything from perks that makes your daily life better to those big-picture, life-changing resources to support you at all stages of your life. We have an amazing package of benefits and programs designed to help you thrive – both in and outside of work.

Family Programs

  • Adoption assistance
  • Backup dependent care
  • Maternity & parental leave (Up to 16 weeks of paid maternity leave and 12 weeks of paid parental leave)
  • Dependent care flexible spending account (FSA)

Wellness Programs

  • On-site health & wellness centers
  • Fitness reimbursement program
  • Nutritional counseling
  • Healthy dining program

Retirement Planning

  • 401(k) Retirement Savings Plan: Eligible associates can make pre-tax and/or Roth after-tax contributions, and Fidelity will match you contributions dollar-for-dollar up to 7% of your eligible compensation.
  • For eligible associates, Fidelity may make an annual Profit Sharing contribution of up to 10% of your eligible compensation.*

Health & Insurance

  • Medical coverage
  • Dental & vision coverage
  • Disability Insurance
  • Fidelity Health Savings Accounts (HSA) and Health Flexible Spending Accounts (FSA)

Education Benefits

  • Student loan assistance – helping you pay down your loans so you can save on interest, with up to $15K in contributions
  • Tuition reimbursement program

* Albuquerque-based regular employees, excluding individuals employed in a retail branch location, are not eligible to receive the Profit Sharing contribution or Retiree Health Reimbursement Plan credits.

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Fidelity creates a work environment for people to flourish

Our Commitment to Diversity and Inclusion

“Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect.” Abby Johnson | Chairman and CEO Fidelity Investments

At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.

Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.

These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.

  • Over 22K employees participate in an affinity group.
  • Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
  • 74% increase in affinity group memberships over the last three years.

Giving Back to Our Communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,000 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
  • Supported more than 300,000 unique charities around the world.
  • Since its inception, more than $42 billion has been given to public charities.

Apply
Create Job Alert
Back to Search