Note: Fidelity will not provide immigration sponsorship for this position
Principal AI Site Reliability Engineer, EI Production Services
The Role
The EI Production Services organization at Fidelity is seeking a strategic and proactive Principal AI Site Reliability Engineer (SRE). In this role, you will drive operational excellence, observability, and intelligent automation for mission-critical contact center applications supporting Wealth and Workplace Investing business units. You will lead efforts to reduce manual toil, enhance associate experience, and improve system reliability by leveraging AI-driven automation and industry best practices. This position requires a self-starter with strong communication skills, capable of identifying opportunities, leading cross-functional initiatives, and delivering measurable improvements in stability and efficiency.
Your work will transform the support model for critical contact center applications, reducing downtime and improving associate productivity. By driving AI-powered automation, observability, and proactive operations, you will enable faster triage, improved resiliency, and a superior experience for associates and customers.
The Expertise and Skills You Bring
Lead initiatives to advance observability, automation, and operational efficiency for critical associate-facing applications.
Drive proactive monitoring and AI-powered telemetry to minimize reactive incident response and accelerate resolution.
Collaborate with engineering and business leaders to prioritize and resolve issues impacting associate experience.
Implement automation and self-service capabilities to reduce manual intervention and improve reliability.
Establish and track SLIs/SLOs to measure and optimize system performance.
Communicate progress, outcomes, and technical concepts clearly to senior leadership and stakeholders.
10+ years in technology operations, systems engineering, or production support leadership.
Proven ability to deliver complex improvement initiatives in large-scale, high-availability environments.
Deep expertise in IT Service Management (ITSM), incident/problem management, and operational process optimization.
Advanced knowledge of observability and monitoring tools (OTEL, Splunk, DataDog, Prometheus, Grafana).
Experience leveraging AI and automation to drive efficiency and reliability.
Proficiency in scripting and automation (Python, Bash, PowerShell, or similar).
Strong understanding of On-Prem and Public Cloud (AWS/Azure/GCP) environments.
Familiarity with networking, load balancing, and security fundamentals.
Agile and DevOps mindset with experience in CI/CD and operational automation.
Exceptional communication, collaboration, and stakeholder management skills.
Data-driven approach to problem-solving and progress tracking.
Leadership excellence: ability to inspire, mentor, and guide teams toward operational excellence.
Optional certifications: ITIL, AWS, SRE-related credentials.
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.
Skills Required
- 10+ years in technology operations or production support leadership
- Expertise in IT Service Management and operational process optimization
- Advanced knowledge of observability and monitoring tools
- Proficiency in scripting and automation with Python, Bash, or PowerShell
- Strong understanding of On-Prem and Public Cloud environments (AWS/Azure/GCP)
- Experience in Agile and DevOps practices
Fidelity Investments Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fidelity Investments and has not been reviewed or approved by Fidelity Investments.
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Strong & Reliable Incentives — Bonuses, commissions, and profit-sharing are presented as generous and meaningful components of total compensation, with certain roles achieving high total earnings through multiple pay streams. Variable pay is consistently framed as a positive contributor beyond base salary.
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Retirement Support — A 401(k) match up to 7% alongside additional profit-sharing up to 10% materially enhances long-term compensation. These retirement features are highlighted as standout strengths of the overall package.
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Parental & Family Support — Generous paid parental leave (16 weeks maternity, 12 weeks parental), backup dependent care, and adoption assistance provide robust family support. Hybrid work and caregiving resources further ease family responsibilities.
Fidelity Investments Insights
What We Do
At Fidelity, our goal is to make financial expertise broadly accessible and effective in helping people live the lives they want. We do this by focusing on a diverse set of customers: - from 23 million people investing their life savings, to 20,000 businesses managing their employee benefits to 10,000 advisors needing innovative technology to invest their clients’ money. We offer investment management, retirement planning, portfolio guidance, brokerage, and many other financial products. Privately held for nearly 70 years, we’ve always believed by providing investors with access to the information and expertise, we can help them achieve better results. That’s been our approach- innovative yet personal, compassionate yet responsible, grounded by a tireless work ethic—it is the heart of the Fidelity way.
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