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Leads Systems Analyst - ITSM

5.00 to 8.00 Years   Bangalore   25 Feb, 2021
Fidelity Investments
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Job TitleLead System AnalystThe Purpose of This RoleThe ITSM Analyst is responsible for the execution of ITSM processes in accordance with Fidelity Investments Incident, Problem, Change and Release Management process guidelines. The Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all production ITSM activities in order to maximize service quality and delivery. The individual will work closely with key business partners to guide and assist them on processes, while improving the ITSM policies and procedures in partnership with the ITSM Oversight team.The Value You DeliverAs a member of the IT Service Management organization, you will play a critical role in assuring production stability through IT service management. Our goal as an organization is to enable our technology/business partners to deliver products/services to Fidelity clients/customers faster by offering end to end ITSM solutions/services. In this role, you will partner technology/business teams to assist them in moving into the fast lane on the ITSM Highway .Key Responsibilities

  • Ensure BU teams are executing on Incident (Event), Problem, Change, Release and Availability Management processes and best practices
  • Partner with BU Teams on incident triage bridges ensuring quickest possible mitigation of impact; including incident facilitation, troubleshooting/triaging capabilities and recommendations for incident mitigation
  • Publish clear and crisp incident notifications that provide an update on the impact and mitigation status
  • Coordinate Release Management activities with BU partners
  • Ensure adequate communication and awareness prior to changes, releases and major events
  • Monitor team s effectiveness and work with business partners to improve process efficiency, through automation, when possible
  • Participate with ITSM Governance team in cross-functional design sessions; including collecting/sharing BU feedback on ITSM processes/procedures and helping to inform/educate BU partners on ITSM processes/procedures
  • Provide input and feedback to the ITSM Reporting/Trending team so metrics are meaningful and actionable
  • Partner with BU teams on improvement opportunities based upon ITSM Reporting/Trending teams findings
  • Partner with BU teams to ensure operational readiness (proactive and reactive)
  • Shift Coverage: Team members work either of two 9 hour shifts, five days a week on a rotational basis. The shifts are 6:00 AM to 3:00 PM IST and 11:30 AM to 8:30 PM IST. This includes weekend days and holidays as rostered
The Skills that are Key to this roleTechnical / Behavioral
  • Excellent oral and written communication skills
  • ITIL Certified or ITIL practical experience
  • Scripting languages (Shell, Python, SQL)
  • Ability to collaborate with business and technology partners across the firm
  • Proficient technical and process acumen
  • Exposure to DevOps and Agile practices
How Your Work Impacts the OrganizationImprove stability, increase availability, and enhance customer and stakeholder satisfactionThe Expertise We re Looking For
  • 5 to 8 years of relevant IT experience
  • Bachelor s Degree in Computer Science or similar field
Location: BangaloreShift timings: Team members work either of two 9 hour shifts, five days a week on a rotational basis. The shifts are 6:00 AM to 3:00 PM IST and 11:30 AM to 8:30 PM IST. This includes weekend days and holidays as rosteredCertifications:Company OverviewAt Fidelity, we are focused on 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. Fidelity India has been the Global Inhouse Center of Fidelity Investments since 2003 with offices in Bangalore and Chennai. For information about working at Fidelity, visit India.Fidelity.com. Fidelity Investments is an equal opportunity employer.Apply,

Keyskills :
it service managementenvironmental impact assessmentservice qualitycomputer sciencerelease managementservice managementprocess efficiencyoperational readiness

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