Job Description:

The Enterprise Infrastructure and Operations (EI&O) Enterprise Problem Management (EPM) team is looking for a technically experienced and extremely motivated Problem Manager. You will work in a Team focused on permanently removing issues from the Fidelity Enterprise – both reactively and proactively. In this role, you will be 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 EPM team, you will be expected to combine an in-depth understanding of the business and your technical expertise with structured methods such as the 5-Whys or Ishikawa diagraming to help determine incident root cause. Through this work, you will gain a comprehensive understanding of all the components of our applications and the system interactions and integrations by breaking down the complexity of our systems. You will work across teams 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 SMEs with a dedicated approach to solving problems and overcoming obstacles. Further, you will draw on previous experience using unconstrained thinking to bring external information, ideas and expertise back to the team. The Problem Management team is uniquely positioned to work with groups across the enterprise to identify opportunities for organization-wide technology initiatives. You will leverage your experience to move the technological landscape forward.

Responsibilities 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 organization, the Problem Manager is both technically competent and business oriented.

The Expertise You Have and The Skills You Bring

• Previous support experience in a large enterprise as second level support or higher

• Technical expertise demonstrated by industry standard qualifications

• Strong working experience as a Problem Manager handling tickets in a complex enterprise

• Strong communication skills enabling the facilitation of constructive postmortem reviews

• Ability to effectively tell a story through concise and professional documentation to clearly summarize issues for consumption at all levels within the organization

• 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

• Experience creating metrics reports for daily operations, projects, and ad hoc requests with demonstrable ability to analyze data to identify trends and process enhancement opportunities

• Experience working in an Agile environment

• Mastered the ability to dissect incidents, create timelines, discover root cause, and create actionable 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

• Possesses a full understanding of the ITSM practices, particularly Incident, Problem, and Change Management

• Experience with ServiceNow

Preferred Certifications

• ITIL V3 or V4 Foundation Certificate in IT Service Management

• AWS Cloud Practitioner

• AWS SysOps Administrator

• AWS Solutions Architect Associate

• AWS Solutions Architect Professional

• Microsoft Certified: Azure Fundamentals

• Microsoft Certified: Azure Developer Associate

Certifications: