Director, Service Center Incident Operations

Fidelity Investments

As Director, Service Center Incident Operations, you will lead Fidelity Service Center (FSC) Incident Operations during U.S. core business hours, providing operational leadership across monitoring, event management, network operations, incident response, and executive communications. This role focuses on identifying and managing risk, coordinating responses to technology and business-impacting events, restoring services quickly, and maintaining enterprise-wide operational awareness. You will be leading critical operational functions, driving consistent execution, and ensuring timely decision-making during complex situations. By partnering across technology, business, and vendor teams, you will help deliver reliable experiences for customers and associates while protecting business operations.

The Expertise and

Skills

• You Bring

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience

• Significant experience leading operations centers, incident management, network operations, infrastructure operations, or production support teams within a large, complex organization

• Proven experience leading and developing teams, including coaching, performance management, and talent development

• Experience directing high-severity incidents and coordinating cross-functional teams during critical service disruptions

• Strong understanding of technology operations, including monitoring, networking, cloud platforms, infrastructure, applications, and service dependencies

• Knowledge of Information Technology Service Management (ITSM) practices, including incident, problem, change, and event management

• Ability to translate technical issues into clear business language for senior leaders and stakeholders

• Experience improving operational processes, automation, monitoring capabilities, and team effectiveness

• Strong analytical and decision-making skills with the ability to assess technical issues, customer impact, and business risk

• Experience partnering with network engineering teams and supporting enterprise routing or data center operations preferred

• The Team

• Fidelity Service Center (FSC) Incident Operations serves as Fidelity’s central hub for operational awareness, monitoring, incident response, and service restoration. We partner closely with engineering, infrastructure, cybersecurity, application, business, and vendor teams to identify risks, respond to critical events, and maintain the stability of services that support our customers and associates. Our team exists to provide clear operational leadership, ensure rapid coordination during disruptions, and improve resiliency across the enterprise.

• Fidelity’s Onsite Working Model

• Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

• Information Technology

• 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.

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• All fields are required. Candidates should limit the number of roles they apply to at any given time.

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Career areas of interest:

• Select
• Administrative
• Asset Management
• business Analysis & Project Management
• Corporate Services
• Crypto/Digital Assets/Blockchain
• Customer Service
• Finance & Accounting
• Investment
• Marketing & Communications
• Operations
• Product Development & Management
• Risk Management
• Sales & Relationship Management
• Technology

Country:

• Select
• United States
• Afghanistan
• Albania
• Algeria
• American Samoa
• Andorra
• Angola
• Anguilla
• Antarctica
• Antigua and Barbuda
• Argentina
• Armenia
• Aruba
• Australia
• Austria
• Azerbaijan
• Bahamas
• Bahrain
• Bangladesh
• Barbados
• Belarus
• Belgium
• Belize
• Benin
• Bermuda
• Bhutan
• Bolivia, Plurinational State of
• Bonaire, Sint Eustatius and Saba
• Bosnia and Herzegovina
• Botswana
• Bouvet Island
• Brazil
• British Indian Ocean Territory
• Brunei Darussalam
• Bulgaria
• Burkina Faso
• Burundi
• Cabo Verde
• Cambodia
• Cameroon
• Canada
• Cayman Islands
• Central African Republic
• Chad
• Chile
• China
• Christmas Island
• Cocos (Keeling) Islands
• Colombia
• Comoros
• Congo
• Congo, The Democratic Republic of the
• Cook Islands
• Costa Rica
• Croatia
• Cuba
• Curaçao
• Cyprus
• Czechia
• Côte d'Ivoire
• Denmark
• Djibouti
• Dominica
• Dominican Republic
• Ecuador
• Egypt
• El Salvador
• Equatorial Guinea
• Eritrea
• Estonia
• Eswatini
• Ethiopia
• Falkland Islands (Malvinas)
• Faroe Islands
• Fiji
• Finland
• France
• French Guiana
• French Polynesia
• French Southern Territories
• Gabon
• Gambia
• Georgia
• Germany
• Ghana
• Gibraltar
• Greece
• Greenland
• Grenada
• Guadeloupe
• Guam
• Guatemala
• Guernsey
• Guinea
• Guinea-Bissau
• Guyana
• Haiti
• Heard Island and McDonald Islands
• Holy See (Vatican City State)
• Honduras
• Hong Kong
• Hungary
• Iceland
• India
• Indonesia
• Iran, Islamic Republic of
• Iraq
• Ireland
• Isle of Man
• Israel
• Italy
• Jamaica
• Japan
• Jersey
• Jordan
• Kazakhstan
• Kenya
• Kiribati
• Korea, Democratic People's Republic of
• Korea, Republic of
• Kuwait
• Kyrgyzstan
• Lao People's Democratic Republic
• Latvia
• Lebanon
• Lesotho
• Liberia
• Libya
• Liechtenstein
• Lithuania
• Luxembourg
• Macao
• Madagascar
• Malawi
• Malaysia
• Maldives
• Mali
• Malta
• Marshall Islands
• Martinique
• Mauritania
• Mauritius
• Mayotte
• Mexico
• Micronesia, Federated States of
• Moldova, Republic of
• Monaco
• Mongolia
• Montenegro
• Montserrat
• Morocco
• Mozambique
• Myanmar
• Namibia
• Nauru
• Nepal
• Netherlands
• New Caledonia
• New Zealand
• Nicaragua
• Niger
• Nigeria
• Niue
• Norfolk Island
• North Macedonia
• Northern Mariana Islands
• Norway
• Oman
• Pakistan
• Palau
• Palestine, State of
• Panama
• Papua New Guinea
• Paraguay
• Peru
• Philippines
• Pitcairn
• Poland
• Portugal
• Puerto Rico
• Qatar
• Romania
• Russian Federation
• Rwanda
• Réunion
• Saint Barthélemy
• Saint Helena, Ascension and Tristan da Cunha
• Saint Kitts and Nevis
• Saint Lucia
• Saint Martin (French part)
• Saint Pierre and Miquelon
• Saint Vincent and the Grenadines
• Samoa
• San Marino
• Sao Tome and Principe
• Saudi Arabia
• Senegal
• Serbia
• Seychelles
• Sierra Leone
• Singapore
• Sint Maarten (Dutch part)
• Slovakia
• Slovenia
• Solomon Islands
• Somalia
• South Africa
• South Georgia and the South Sandwich Islands
• South Sudan
• Spain
• Sri Lanka
• Sudan
• Suriname
• Svalbard and Jan Mayen
• Sweden
• Switzerland
• Syrian Arab Republic
• Taiwan, Province of China
• Tajikistan
• Tanzania, United Republic of
• Thailand
• Timor-Leste
• Togo
• Tokelau
• Tonga
• Trinidad and Tobago
• Tunisia
• Turkey
• Turkmenistan
• Turks and Caicos Islands
• Tuvalu
• Uganda
• Ukraine
• United Arab Emirates
• United Kingdom
• United States Minor Outlying Islands
• Uruguay
• Uzbekistan
• Vanuatu
• Venezuela, Bolivarian Republic of
• Viet Nam
• Virgin Islands, British
• Virgin Islands, U.S.
• Wallis and Futuna
• Western Sahara
• Yemen
• Zambia
• Zimbabwe
• Åland Islands

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• Benefits that balance life and work

• From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

Benefits

• Company overview

• 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