Production Support Analyst

Fidelity Investments,Bangalore

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Job Description

Group Project Overview Fidelity Investments Management Technology FIMT provides Application System IT infrastructure services for multiple Investment Management and Advisory business like FMRCo FIL Pyramis Strategic Advisors and Investment Operations across Boston Merrimack Smithfield London Hong Kong and Tokyo This opening is for a member in the Centralized Services Team for the Production Support Team in the Investment Advisor Solutions IAS division Job Description IAS Production Support Analyst is a key role in supporting the Global Asset Management business of Fidelity The Analyst will be responsible for ensuring that all high severity incidents are effectively resolved over a Crisis Bridge by engaging the right stakeholders and sending regular communications to business stakeholders during the India support window S he will also be driving the Problem Management process which is an integral part of high impact incidents that covers getting into the root cause of the incident defining corrective tasks for multiple teams and tracking it to closure Additionaly the Analyst will be responsible for preparing metrics for IAS Global Operations team along with global partners Metrics preparation includes data extraction from ticket recording system ticket analysis preparation for scorecards and dashboards and distribution Additionally the Analyst will be responsible for recommending to the Global Operations Management Team any opportunities for improvement and track action items to closure Roles Responsibilities 1 Liaise with multiple stakeholders across geographies for Incident Management Triage and Resolution2 Drive the Crisis Management calls during India hours which involves managing multiple stakeholders3 Prepare and send out the business commnications during high impact incidents along with members of the Centralized Services team4 Work on preparing the Executive Tactical Technical and Operational Metrics for IAS Global Operations 5 Analysis of global incident data to identify trends and recommend suitable opportunities for improvement6 Drive the status reporting for team performance and utilization of resources7 For high impact incidents direct the team for doing root cause analysis and channel the findings into Problem Management queue and track it to closure8 Identify opportunities to improve a The operations efficiency by finding the gaps and strengthen the processes to address the gapsb The incident traige efficiency9 Program manage and report on Global Lifecycle projects on a periodic basis10 Ability to independently drive and manage status review meetings with stakeholders and managers
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