Manager, Enterprise Problem Management

Company: Fidelity Investments
Location: Durham
Posted on: March 17, 2023

Job Description:

Job Description:RoleThe Enterprise Infrastructure (EI) Operations Services team is looking for a very motivated Problem Manager. You will work in a Team passionate about permanently removing issues from the Fidelity Enterprise both reactively and proactively. In this role, you will be responsible for driving conversations to determine root cause, future prevention activities, and partnering with all vital teams in accordance with Fidelity s IT Service Management (ITSM) process guidelines with a goal of production stability.As a Problem Manager on the team, you will be encouraged to use structured methods such as the 5-Whys method or Ishikawa diagraming to help determine incident root cause. Through this work, you will gain an understanding of all the components of our applications, the system interactions and integrations, and be able to have a comprehensive understanding by breaking down the complexity of involved systems. Beyond conducting root cause analysis and incident post-mortems, you will engage in project work that will continue to mature and elevate Problem Management at Fidelity.The ideal candidate should show ease at making personal connections, be confident in leading and constructively challenging with a dedicated approach to solving problems and overcoming obstacles.This role will collaborate and partner across the entire organization and with vendor partners to drive action and develop growth. As a member of the Enterprise Infrastructure and Operations team, the Problem Manager is both technically competent and business oriented.The Expertise and Skills You Bring

• Strong working experience as a Problem manager handling incidents and problems in a sophisticated enterprise
• Good communication skills demonstrated by facilitating blameless postmortem reviews
• Solid ability to define ambiguous situations by analyzing data, asking probing questions, and applying extensive technology knowledge to optimize results
• Capability to partner with Business Partners (SRE/Architecture/development teams) on proactive prevention opportunities based upon reporting/trending findings.
• Solid knowledge of development and process improvement methodologies with training and experience
• Experience working in an Agile environment
• Strong understanding of ITIL based workflows, particularly Incident, Problem, and Change Management.
• Comprehensive understanding of how ITIL practices support the day-to-day operations
• Proven ability to dissect incidents, discover root cause, and create actionable preventative measures
• Ability to lead conversations to determine root cause and to drive towards understanding practical permanent resolution
• Good technical background with the ability to discuss architecture, hardware, and software concepts.
• Strategic problem solver that can apply creative thinking to identify root cause.
• Ability to lead blameless postmortems
• Self-motivated and collaborative in your approach.
• Able to mentor ITSM team members on proper Problem Management practices.
• Driving continuously improving Root Cause Analysis (RCA) meetings that identify actionable preventative measures
• Supporting the goal of stability in our technology and services.
• Driving the future state of the ITSM practices with a focus on proactive Problem Management
• Supporting the Incident and Change ITSM practices across our distributed team.
• Proactively reviewing incident data to identify potential reoccurring issues.
• Ensure the effective and timely resolution of Problems across the Enterprise.
• Applying industry tools to identify issues and trends.
• Collaborating with the various technology teams to drive and enhance stability of IT services.The TeamThis position sits within the Enterprise Infrastructure (EI) Operations organization. Our team supports internal customers spread across a variety of business units as well as external customers applying Fidelity s services and products.Please see below for the salary range for work locations in Colorado only:N/A
  Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:N/A
  Please see below for the salary range for work locations in California only:N/A
  Please see below for the salary range for work locations in Washington only:N/A
  Certifications:Company OverviewFidelity Investments is a privately held company with a mission--to strengthen the financial well-being of our clients.--We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.Join UsAt Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a--, we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling \u0022.\u0022We invite you to--Find Your Fidelity--at--.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.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--, or by calling 800-835-5099, prompt 2, option 3.

Keywords: Fidelity Investments, Durham , Manager, Enterprise Problem Management, Executive , Durham, North Carolina