Director, Service Center Incident Operations

Job Description: 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

Category: Information Technology

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 that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging. At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.