Senior Systems Services and Support Analyst

Fidelity Investments•Boston, MA

1d•Hybrid

About The Position

The Senior Systems Services and Support Analyst is a senior individual contributor on the L1 Trading Support team, responsible for providing high-touch, front-line technology support to trading users. This role is critical to ensuring the stability, availability, and performance of trading, portfolio management, research, and market data platforms in a fast-paced, production-sensitive environment. This position operates during standard business hours with a rotating monthly weekend commitment focused on post-release validation, smoke testing, and ensuring systems are fully healthy for trading following new deployments.

Requirements

Bachelor’s degree or equivalent practical experience in Information Technology, Computer Science, Finance, or a related discipline.
3+ years of experience in a production support, systems support, or service desk role supporting mission-critical applications.
Strong understanding of investment and trading concepts, including Order and trade lifecycle, Portfolio management workflows, and Research and market data usage.
Experience supporting trading, portfolio management, or investment applications such as order entry, allocation, or decision-support tools.
Strong hands-on experience with Windows desktop environments, Microsoft 365, Virtual desktop and remote access technologies (e.g., Citrix)
Working knowledge of AWS-hosted applications and infrastructure; certification is a plus.
Experience supporting databases and writing SQL to assist with analysis and troubleshooting.
Familiarity with monitoring and observability tools such as Datadog.
Experience with workload automation or scheduling tools (e.g., Autosys, Control-M).
Working knowledge of ITIL and ITSM practices.
Strong troubleshooting, diagnostic, and triage skills with a focus on minimizing business impact.
Proven ability to operate calmly and effectively in high-pressure trading environments.
Excellent verbal and written communication skills with sound judgment on escalation and stakeholder messaging.

Nice To Haves

Preferred familiarity with market data platforms (e.g., Bloomberg, FactSet).
Certification in AWS is a plus.

Responsibilities

Serve as the primary L1 support contact for traders and trading-related business users, responding to incidents with urgency, accuracy, and sound judgment.
Triage, diagnose, and resolve Tier I production issues across applications, desktops, infrastructure, cloud services, and market data platforms.
Manage, resolve, and document incidents and requests in the ITSM tool (ServiceNow), ensuring accurate classification, root cause identification, and timely escalation when required.
Communicate incident status clearly and effectively to business users and technology partners, adjusting detail and frequency based on business impact.
Follow established incident and crisis management procedures for high-impact trading issues, act as incident lead when appropriate.
Partner with application development, infrastructure, cloud, and vendor teams to restore service quickly and prevent recurrence.
Perform weekend coverage activities (rotational base), including: Post-release validation and smoke testing, Functional verification of trading workflows, System health checks following deployments, Ensuring trading platforms are ready and stable for the upcoming business week.
Support critical trading periods such as market open/close, special trading events, and system releases.
Contribute to production readiness activities for new applications, enhancements, and upgrades.
Identify recurring issues, operational gaps, and opportunities for automation or process improvement.
Create and maintain clear operational documentation and end-user guidance to support trading workflows.
Participate in Disaster Recovery planning, testing, and operational exercises.