Principal, Systems Engineer

Job Description:

EI Production Services organization is seeking a strategic and proactive leader to serve as a Principal, Systems Engineer. In this role, you will drive operational excellence, observability, and automation for critical contact center applications supporting both Wealth and Workplace Investing business units. You will lead initiatives to reduce toil, improve associate experience, and enhance system reliability through best practices, automation, and continuous improvement. This position requires a self-starter who can identify opportunities, lead cross-functional efforts, and deliver measurable improvements in stability and efficiency.

The Expertise You Have and The Skills You Bring

• 10+ years of experience in technology operations, systems engineering, or production support leadership.

• Proven ability to lead and deliver complex improvement initiatives in large-scale environments.

• Strong background in IT Service Management (ITSM), incident/problem management, and operational process optimization.

• Expertise in observability and monitoring tools (e.g., OTEL, Splunk, DataDog, Prometheus, Grafana).

• Experience implementing SLI/SLO/SLAs and reliability engineering practices.

• Familiarity with automation and scripting (Python, Bash, PowerShell, or similar).

• Solid understanding of On-Prem and Public Cloud environments (AWS/Azure/Google Cloud Platform).

• Experience supporting 24/7, high-availability production environments.

• Knowledge of networking, load balancing, and security fundamentals.

• Agile and DevOps mindset with experience in CI/CD and operational automation.

• Optional certifications: ITIL, AWS, SRE-related credentials.

• Leadership excellence: Ability to inspire, mentor, and guide teams toward operational excellence.

• Strategic thinking: Skilled at identifying top issues and opportunities for improvement.

• Execution focus: Proven track record of driving projects from concept to measurable outcomes.

• Collaboration and influence: Ability to work across engineering, product, and business teams.

• Data-driven mindset: Comfortable using KPIs and metrics to track progress and communicate impact.

• Strong communication and stakeholder management skills.

• Lead initiatives to improve observability, automation, and operational efficiency for critical associate-facing applications.

• Drive proactive monitoring and telemetry to reduce reactive firefighting and improve incident response.

• Partner with engineering and business leaders to prioritize and resolve top issues impacting associate experience.

• Implement automation and self-service capabilities to reduce manual intervention and accelerate resolution times.

• Establish and track SLIs/SLOs to measure and improve reliability and performance.

• Communicate progress and outcomes to senior leadership and stakeholders.
  

Note: Fidelity will not provide immigration sponsorship for this position.

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.