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For Companies At a Glance
- Tasks: Support the Major Incident Management team and troubleshoot alerts in a dynamic environment.
- Company: Join Fidelity, a leading global investment firm with a focus on innovation.
- Benefits: Comprehensive benefits package, flexible working options, and support for your development.
- Why this job: Make a real impact by managing incidents and ensuring seamless service operations.
- Qualifications: Experience with monitoring systems and a knack for problem-solving under pressure.
- Other info: Opportunity for career growth to become an Operational Duty Manager.
The predicted salary is between 28800 - 43200 £ per year.
About the Opportunity
Job Type: Permanent
Application Deadline: 31 March 2026
Job Description
Department: Enterprise Service Management
Location: Kingswood
Reports To: Service Operations Manager
Level: 4
About your team
Service Operations is part of our Enterprise Service Management organisation. We operate Incident, Problem, Change, Request, Service Control and Service Governance and Reporting, with our Major Incident Management function operating on a 24x7x365 basis.
About your role
The Operational Duty Analyst is part of the Global Major Incident and Problem Management team which sits within Fidelity’s Service Operations team. We operate on a 24x7x365 basis from our locations in the UK, India and China. We manage any interruptions to Fidelity’s services to minimise impact to business and to ensure the Major Incident Management process is implemented seamlessly and consistently. This is a set, shift-based role which starts later in the day in the UK. With a background and experience in specific systems (Moogsoft, ServiceNow) this role will initially provide support to the MIM team around Moogsoft alerts, OTP requests, vendor escalations, and support for all types of Minor Incidents. You will also be responsible for training up all ODMs in these systems, while you in turn will cross train to eventually become an Operational Duty Manager who can handle Major Incidents.
About you
Good under pressure, you are experienced with minor Incidents and understand the dynamic between them and how this interlinks with monitoring, alerting, critical system activities, controls and governance. You have an awareness of Problem and Change management and can understand the benefits of them and how they relate to Incident Management. You are not afraid to roll your sleeves up and get involved in troubleshooting alerts, potential issues, escalations and making recommendations for Major Incidents as well as eventually taking charge of Major incidents yourself.
Skills and Experience
- Understanding of monitoring and alerting systems (Moogsoft, SolarWinds etc)
- Understanding of ServiceNow - assignment groups, callout rotas and best practices as well as Incidents and Changes
- Experience/awareness of types of alerts and their ability to become a Major or Minor incidents
- Ability to co-ordinate incident activity within and across teams, to ensure actions are completed within required timescales
- Good business awareness and an understanding of the impact of incidents and problems to FIL’s business.
- Ability to multi-task and prioritise workload
- Ability to quickly identify any related changes which may have caused an incident which has impacted customers.
- Makes customer-oriented decisions and shares great stories of exceptional customer service
- Understanding of priorities and setting of priorities
- Ability to communicate relevant information remaining mindful of the audience
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.
Operational Duty Analyst in Kingswood employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operational Duty Analyst in Kingswood
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Fidelity through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of Moogsoft and ServiceNow. Be ready to discuss how you've handled incidents in the past and how you can contribute to the Major Incident Management team.
✨Tip Number 3
Show off your problem-solving skills during the interview. Share specific examples of how you've tackled minor incidents and what you learned from those experiences. This will demonstrate your ability to handle pressure!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at Fidelity.
We think you need these skills to ace Operational Duty Analyst in Kingswood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operational Duty Analyst role. Highlight your experience with monitoring systems like Moogsoft and ServiceNow, and showcase any relevant skills that align with the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention your ability to handle pressure and your understanding of incident management processes.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully managed incidents in the past. We love candidates who can roll up their sleeves and tackle challenges head-on!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Fidelity International
✨Know Your Systems
Make sure you brush up on your knowledge of Moogsoft and ServiceNow. Be ready to discuss how you've used these systems in the past, as well as any specific incidents you've managed. This will show that you're not just familiar with the tools, but that you can effectively apply them in real-world scenarios.
✨Demonstrate Your Problem-Solving Skills
Prepare examples of how you've handled minor incidents and escalations in previous roles. Think about times when you had to troubleshoot under pressure and how you prioritised tasks. This will help illustrate your ability to stay calm and effective during critical situations.
✨Understand the Bigger Picture
Familiarise yourself with how incident management ties into problem and change management. Be ready to explain why this understanding is crucial for the role of an Operational Duty Analyst. Showing that you grasp the interconnectedness of these processes will set you apart from other candidates.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Since you'll be coordinating incident activities across teams, being able to communicate relevant information to different audiences is key. Consider doing mock interviews to refine your communication skills and ensure you're conveying your ideas effectively.
