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Director, Systems Services and Support

Fidelity

Fidelity

Customer Service
Boston, MA, USA · Merrimack, NH, USA · smithfield, ri, usa
Posted on Sep 18, 2025
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Job Description:

Fidelity Enterprise Infrastructure is looking for a highly motivated individual to lead our Asset Management Technology (AM Tech) aligned Equity, FAMS, and High Income Support teams. In this role, you will be responsible for the Production Support of AM Tech’s advisor technology.

In addition to strong technical competency, the position requires the ability to effectively manage a geographically diverse team, build and leverage partner relationships, and provide innovative thought leadership.

The team comes from diverse technical backgrounds, and the responsibilities provide the opportunity for a variety of challenges. Ideal candidates will have a background in either software engineering or systems engineering with a desire to learn. We are looking for a Systems Thinking, Technology Leader who has helped teams scale through production insights, operational automation, developer guidance, real-time metrics, and automation.

The Expertise You Have and The Skills You Bring

  • Bachelor’s degree or higher in a technology related field (e.g. Engineering, Computer Science, etc.) required, Master’s degree a plus

  • 10+ years of hands-on experience deploying and/or supporting highly distributed multi-tiered systems at scale

  • Hands-on experience with Public Cloud environments, preferably AWS and Azure. Certifications a plus.

  • Hands-on experience with container orchestration

  • Experience operating and implementing distributed & highly concurrent service-based architectures, including microservices, containerized services, and/or serverless architectures

  • Thought leadership and an ability to plan and drive complex initiatives using agile principles

  • Able to understand a complex and global systems environment

  • Working knowledge of basic investment terms and practices is desirable

  • Familiarity with ITIL framework and/or Agile Project Management

  • Financial systems and trading systems knowledge

  • Ability to automate with various scripting languages (Python, Shell scripting, etc.)

  • Experience managing systems using infrastructure as code tools (IAM, ARM, Terraform, Chef)

  • Strong understanding across cloud infrastructure components (server, storage, network, data, and applications) to deliver end-to-end Cloud Infrastructure architectures and designs

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

  • Hands-on Kubernetes skills and knowledge

  • Programming/development track record with a compiled/OOP-geared language like C# or Java and scripting/interpreted language experience like JavaScript/TypeScript or Python

  • Proven experience in maintaining scalability and resiliency of complex environment

  • Proven experience in implementing advanced observability practices and techniques at scale

  • Demonstrated ability to utilize modern monitoring tools (DataDog, Prometheus, Splunk)

  • Experienced in Instrumentation with systems skills on building and operating, monitoring, logging, alerting services of distributed systems at scale

  • Ability to triage, execute root cause analysis, and be decisive under pressure

  • Experience managing and interpreting large datasets using query languages and visualization tools

  • Proficient communication skills with an ability to reach both technical and non-technical audience

  • Ability to learn new software, method and practices and bringing them to our developers

  • Ability to work with a variety of individuals and groups, both in person and virtually, in a constructive and collaborative manner and build and maintain effective relationships

The Value You Deliver

  • Help define and execute a comprehensive reliability and observability strategy, ensuring that Fidelity’s systems are always available when our customers need them

  • Bring together technical, procedural, and financial data to reduce toil and increase efficiency

  • You will execute plans for technical standardization and process refinement within the engineering organization, especially for Site Reliability Engineers

  • Troubleshoot stack-wide engineering issues related to hardware, software, network, applications and cloud service providers

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 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.

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

If you would like to request an accommodation, please contact us at:

accommodations@fmr.com

Apply

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 top 10 Best Place to Work in 2024. 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.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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 Accommodation Team by sending an email to [email protected], or by calling 800-835-5099, prompt 2, option 3.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

Benefits
Learning & development
Culture

Benefits that adapt to everything life sends your way

401(k) with company match

Medical, dental, vision and prescription drug coverage

16-week maternity leave & 12-week parental leave

Student loan assistance

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.

Our Commitment

Discover opportunities to build a fulfilling career within a supportive culture that celebrates individuality. We empower our associates to pursue career paths that align with their unique goals and personalities.

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 12,500 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 $14.9billion in donor-recommended grants to charity in 2024.
  • Supported more than 433,000 unique charities around the world.
  • Since its inception, more than $100 billion has been given to public charities.

Technology careers at Fidelity

Imagine and create the next generation of financial products and tools.

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