Job Title –
Director, Systems Services and Support
The Purpose of This Role
We are seeking a dynamic and experienced hands-on people manager to lead the Major Incident Management (MIM) team of
Fidelity Service Center
within Enterprise Infrastructure & Operations. This role requires strong leadership, operational excellence, and a deep understanding of major incident management processes. You will be responsible for managing a team that handles high-impact incidents, ensuring rapid resolution, minimizing business disruption, and driving continuous improvement. By embodying Fidelity’s values and agile leadership principles, you will help cultivate a culture of accountability, collaboration, and operational resilience.
The Value You Deliver
- Lead, mentor, and develop a high-performing Major Incident Management team bringing your experience in a fast-pace and high-impact environment.
- Assisting team in active calls to ensure timely and effective resolution of major incidents, coordinating across technical and business teams.
- Establish and enforce MIM processes, escalation protocols, and communication standards.
- Provide leadership during high-severity incidents, acting as the primary point of contact for stakeholders.
- Ensure all managed incidents and driving to mitigation and root cause analysis and post-incident reviews to identify improvement opportunities.
- Collaborate on unusually complex cross-functional and/or cross-organizational problems and provides solutions that are creative and strategic
- Awareness and monitoring of managed incident trends and metrics to proactively address systemic issues.
- Represent the MIM function in leadership forums, providing updates on incident trends, risks, and strategic initiatives.
- Demonstrates an in-depth understanding of the business and has experience in a variety of life cycle methodologies
- Applies technologies, methods and concepts to maximize functional/operational capabilities while optimizing the use of resources by proposing and analyzing decisions and seeking and applying optimum mix of technology versus resources to meet business goals.
- Adapts leadership style and management to situation at hand while thriving in an unstructured, ambiguous situation and comfortably handles risk and uncertainty.
Metrics and Measurement
Role
Success in this role will be measured through a combination of operational performance indicators, team effectiveness, and strategic impact. Key metrics include:
- Mean Time to Acknowledge (MTTA) and Mean Time to Restore (MTTR) for major incidents.
- Volume and trend analysis of major incidents handled monthly/quarterly.
- Root Cause Analysis (RCA) completion rate and quality of post-incident reviews.
- Adherence to SLAs and OLAs, including escalation timelines and resolution targets.
- Reduction in repeat incidents through proactive problem management.
- Team performance metrics, including on-call effectiveness, training completion, and engagement scores.
- Process maturity and compliance with ITIL and internal governance standards.
- Automation and tooling adoption for incident detection, response, and reporting.
- Quality of incident resolution and documentation, ensuring high standards are consistently maintained and knowledge is effectively captured for future reference.
The Skills that are Key to this role - Technical / Behavioral
Technical Skills
- Deep understanding of ITIL-based Incident, Change, and problem management practices.
- Deep technical knowledge with large scale enterprise infrastructure components (e.g. networks, servers, databases, cloud platforms, batch processing).
- Experience with third party external vendors management (e.g. Microsoft, AWS, Salesforce)
- Experience with ITSM platforms and communication tools (e.g.ServiceNow, Microsoft Teams)
- Familiarity with SLDC and automated deployment pipeline
- Ability to assess technical issues quickly and coordinate effective mitigation strategies.
- Deep Technical knowledge of utilizing observability platforms and Event Management monitoring tools (e.g., Splunk and Datadog)
- Understanding and managing adherence to OLAs and SLAs
- Ability to understand highly complex and detailed technical architecture and platform diagrams
- Experience in Business Continuity, High-Availability and Disaster Recovery
- Leverages experience, technologies, methods, and concepts to maximize functional/ operational capabilities, for multiple complex projects.
Behavioral Skills
- People Leadership: Proven ability to lead, coach, and develop high-performing technical teams.
- Strategic Thinking: Ability to align team objectives with broader business goals and anticipate future capacity needs.
- Collaboration & Influence: Strong interpersonal skills to work effectively with cross-functional teams and senior stakeholders.
- Communication: Clear and confident communicator, capable of translating technical insights into business-relevant language.
- Decision-Making: Sound judgment in prioritizing tasks, resolving conflicts, and managing team dynamics.
- Adaptability: Comfortable navigating change and ambiguity in a fast-paced enterprise environment.
- Accountability: Strong sense of ownership and commitment to delivering results through others.
The Skills that are good to have for this role.
- Experience working on global delivery models.
- Familiarity with automation, event management for incident detection and resolution.
- Experience leading cross-functional IT operations or service management teams.
- Change management and organizational agility.
- Previous experience in a Financial Services Organization and US based organizations
- Solid Communication skills, with ability to summarize and articulate impact with an emphasis on Executive Communication
- Ability to train mentor, coach and team members - colleagues on Technology Solutions
The Expertise We’re Looking For
- Bachelor’s degree in IT, Computer Science, or a related field.
- 15+ years of experience in IT operations or service management.
- Proven leadership in managing, mentoring, and developing operational teams.
- Strong communication skills with the ability to engage across all levels.
- Solid understanding of enterprise infrastructure and incident management.
- Quick learner with adaptability to evolving technologies and priorities.
- Customer-focused, professional, and collaborative approach.
- Analytical mindset with attention to detail and structured problem-solving.
- Experience working in global, cross-time-zone environments is a plus.
How Your Work Impacts The Organization
Fidelity Service Centre, which is part of the Fidelity EI&O (Enterprise Infrastructure & Operations) India plays a critical role in supporting global operations, including 24x7 incident response. The Major Incident Management team ensures that critical IT services remain available and resilient by managing and resolving high-severity incidents efficiently. This function is vital to maintaining business continuity, protecting customer trust, and supporting Fidelity’s operational excellence.
Location:
Chennai
Shift timings:
6:00 AM to 3:00 PM
Certifications
Category:
Information Technology
