Principal Systems Service and Support Engineer at Fidelity Investments (Raleigh, NC)

| Raleigh-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.


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.

Many of our associates are continuing to work remotely temporarily due to COVID-19. 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

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 accommodations, or by calling 800-835-5099, prompt 2, option 3.
More Information on Fidelity Investments
Fidelity Investments operates in the Fintech industry. The company is located in Boston, MA and Covington, KY. Fidelity Investments was founded in 1946. It has 58848 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 346 open jobs at Fidelity Investments, click here.
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