Director, ITSM Major Incident Manager, Engineering

The Enterprise Infrastructure (EI) Operations team is seeking a highly motivated individual to assist driving the ITSM Major Incident Engineering team at Fidelity. The role involves end-to-end management of all major IT incidents and requires a deep understanding of ITSM principles and practices, as well as extensive experience managing major incidents to ensure timely and efficient service restoration.

Requirements

• 10+ years of experience in ITSM and incident management or a similar operational role with a technical aptitude
• Bachelor's degree in Computer Science, Information Systems, or related field; Master's degree preferred
• Extensive knowledge of ITSM principles and best practices, including ITIL, and ISO/IEC 20000 practices, to support day-to-day operations
• Proven track record of leveraging ITSM strategies and processes that improve service delivery and customer satisfaction
• Experience managing major incidents in a complex, high-pressure environment
• Strong technical leadership and people management skills, with the ability to motivate and develop a team of highly skilled IT professionals
• Excellent communication and interpersonal skills, with the ability to effectively interact and influence at all levels
• Demonstrate ability to form trusted working relationships with business unit stakeholders through collaboration and enhanced effective communications

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement