Job Description

Job Description:

Principal Systems Engineer – EI Production Services

We’re looking for a strategic leader to drive operational excellence across mission-critical contact center applications supporting Wealth and Workplace Investing. As Principal Systems Engineer, you’ll lead cross-functional initiatives that enhance reliability, automation, and observability—delivering measurable improvements in system performance and associate experience.

What You’ll Do

• Lead high-impact initiatives to improve observability, automation, and operational efficiency
• Champion proactive monitoring and telemetry to reduce incidents and improve response times
• Drive automation and self-service solutions to eliminate manual intervention
• Establish and track SLIs/SLOs to improve reliability and performance
• Collaborate with engineering, product, and business leaders to resolve top associate-impacting issues
• Communicate progress and outcomes to senior leadership and stakeholders.

Leadership Experience You Bring

• 10+ years in technology operations, systems engineering, or production support leadership
• Proven ability to lead complex, cross-functional improvement initiatives in large-scale environments
• Demonstrated success mentoring teams and fostering a culture of operational excellence
• Strategic thinker with a track record of identifying key issues and driving measurable outcomes
• Skilled in stakeholder management and influencing across technical and business teams
• Comfortable using KPIs and metrics to guide decisions and communicate impact
• Strong communication skills with the ability to present to senior leadership.

Technical Expertise

• Deep knowledge of ITSM, incident/problem management, and process optimization
• Hands-on experience with observability tools (OTEL, Splunk, DataDog, Prometheus, Grafana)
• Proficiency in scripting and automation (Python, Bash, PowerShell)
• Experience with cloud and on-prem environments (AWS, Azure, GCP)
• Understanding of networking, load balancing, and security fundamentals
• Agile and DevOps mindset with CI/CD experience
• Certifications such as ITIL, AWS, or SRE are a plus.

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 experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete 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.

Certifications:

Category:

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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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