Major Incident Response Production Support

Fidelity • Westlake, TX

4d • Onsite

About The Position

We are seeking a technical problem solver with a strong background in production support to join our Major Incident Management team. This role combines Major Incident Management responsibilities with hands-on technical expertise across cloud, infrastructure, and application environments. The ideal candidate is passionate about troubleshooting, thrives in high-pressure situations, and is eager to grow their technical and coordination skills in a dynamic environment.

Requirements

• Bachelors or equivalent with 2+ years of experience or Masters with 0+ years of experience.
• A minimum of 2 + years of hybrid experience in Production Support, Development or SRE Experience.
• Hands-On experience developing or supporting highly distributed multi-tiered systems at scale.
• Ability to triage while leading an incident call, perform root cause analysis, and be decisive under pressure.
• Solid understanding of Cloud Computing and DevOps concepts including CI/CD Pipelines.
• Perform second-level support using visibility tools such as Datadog and Splunk and expert hands on experience with one or more (Datadog, Splunk, Grafana).
• Understanding of ITIL processes (Incident, Problem, Change Management).
• Effective business communication and influencing skills.
• Cloud Platforms: AWS, Azure
• Operating Systems: Unix, Linux, Windows Server
• Scripting and Development: Shell Script, .NET
• Middleware and Integration: Tomcat, Apache
• Monitoring Tools: Splunk, Datadog, Grafana
• Databases: Oracle DB, MS-SQL, Sybase
• ITSM Tools: JIRA, ServiceNow

Nice To Haves

• Relevant certifications (ITIL, AWS, Azure) are a plus.
• Retail trading , Asset Trading, or Financial Services Technology experience is a plus.

Responsibilities

• Lead incident calls, perform root cause analysis, and make decisive actions under pressure.
• Provide second-level support using visibility tools such as Datadog and Splunk.
• Support a wide range of environments including application, distributed systems, mainframe, network, cloud, end-user computing, and security.
• Act as the first line of defense for production incidents, providing detection, coordination, escalation, communication, and mitigation across the enterprise.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree