below marketmost similar roles pay hereabove market
This listing doesn't post a salary. Most similar roles pay
$151,475–$246,700.
Based on 240 similar postings.
Employer
About Fidelity Financial Services
Fidelity Investments is one of the largest financial services companies in the world, offering brokerage services, mutual funds, retirement planning, wealth management, and life insurance to individuals and institutions. Industry: Financial Services & Investment Management
Fidelity Financial Services currently has
141 open roles
on FindRole.
Listed pay typically runs
$107,000–$216,000
across 35 roles with salary data.
As Director, Service Center Incident Operations, you will lead the Fidelity Service Center Incident Operations team during U.S. core business hours. You will provide operational leadership across monitoring, event management, network operations, incident response, and executive communications. Your daily responsibilities include identifying risks, coordinating responses to technology and business-impacting events, restoring services quickly, and maintaining enterprise-wide operational awareness. You will manage high-severity incidents by partnering with technology, business, and vendor teams. Required expertise includes experience in infrastructure operations, production support, and leading teams through coaching and performance management. You must possess knowledge of Information Technology Service Management practices, including incident, problem, change, and event management. You will utilize skills in networking, cloud platforms, and automation to solve complex service disruptions and improve overall operational resiliency.
Lead Fidelity Service Center incident operations during U.S. core business hours.
Provide operational leadership across monitoring, event management, and network operations.
Coordinate cross-functional responses to high-severity technology and business-impacting events.
Manage risk and ensure rapid service restoration during critical disruptions.
Translate complex technical issues into clear business language for senior leaders and stakeholders.
Improve operational processes, automation, and monitoring capabilities across the enterprise.
Direct and develop team members through coaching and performance management.
Maintain enterprise-wide operational awareness by partnering with technology and vendor teams.
What we're looking for
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 in a large 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 partnering with network engineering teams and supporting enterprise routing or data center operations (preferred).