Be part of the team that provides Fidelity withthe world class capabilities and services which connect our associates to ourmillions of participants, members, and customers. We are an agile scrum team that is responsiblefor the Genesys platform and engineering which provides our voice, email, andweb chat communication channels. Continual improvement is critical in ourspace. This requires us to seek outassociates who are curious, innovative, and driven to settle for nothing lessthan complete obsession with the experiences of our customers andassociates. We pride ourselves on beingfull stack engineers with a thirst for continued learning, a team-firstattitude, and a focus on delivering value to the organization. You will beworking with an agile team of engineers and will be expected to coach andmentor junior team members. You wouldbe leading the few sub initiatives globally.
The platform services over 20M clients andprocesses more than 35M customer interactions per year while operating on a24x7 basis. This role requires level 3support of the platform. We like our leadersto have a deep understanding in both technical business domains.
Role is based in Chennai, India
The ValueYou Deliver
Youwill help in developing and executing operational stability practicessupporting the Associate Experience within the Call Centers and InvestmentCenters
Youwill help in transforming the devops, provisioning, testing, and operationalcapabilities of the platform.
Youwill work closely with business and technology teams to help increase speed ofdelivery, improve quality of code, improve production stability andavailability
Improvemonitoring & telemetry of applications, platforms and serviceinterdependences allowing Service Desk and Support teams to be proactive vsreactive
Theincumbent will work at the functional/business unit level to provide technicalleadership to programs and projects.
Developapplication architecture for complex business systems for Associate Experiencechapter
Supportsand communicates relevant IT governance policies, procedures, and processes
Guide/develop,communicate and oversee implementation of high-level and low-level design incompliance to roadmap, architecture and design standards defined by BusinessUnit
Helplead support teams through incident management and crisis management
Youwould lead end to end sub initiatives and deliver value.
Skillsthat are Key to this role
15+years of experience in software engineering/development.
Strongleadership and organizational skills
Excellentcommunication and presentation skills
Strongproblem solving and analytical skills
Expertisewith Agile (Scrum, Kanban) delivery and software design, development, test andoperational automation
ExcellentJava development skills, including TDD (test driven development), CPU andmemory profiling and GC tuning
Experiencewith scripting languages: Perl, UNIX shell, etc.
Youhave understanding & experience with frameworks like spring and angular
Solidunderstanding of REST principles and experience in design and development ofRESTful services
Youhave thorough understanding of application design principles and patterns
Understandingof enterprise-scale platform architecture to which includes considerations forhigh availability and business continuity.
Youeffectively address functional and quality goals of systems during designactivities. Apply appropriate approaches to assessing tradeoffs amongarchitectural quality goals
Familiarwith data communication protocols such as Web, telephony, and other protocols:HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP
Familiarwith security protocols and best practices, including OAuth
Youare independent in Identifying business critical gaps and discrepancies;actively propose Application Architectural solutions
Youdefine, champion, manage pace, and govern application architecture standards,tools, best practices, and related development methodologies
Youcan demonstrate capability developing, maintaining, application architecturepattern and cloud deployment patterns. Promote Micro service architecture toenable re-use, design for scale, stability, and operational efficiency ofdata/analytical solutions
Proficiencymanaging, configuring and tuning Linux operating systems
Familiaritywith Docker and container-based development and deployment practices
Experiencesupporting 24/7, continuous availability production environments
Skills thatare good to have for this role
Knowledgeof Oracle, and Cassandra databases
Contactcenter application experience
GenesysContact Center product familiarity is a plus
Knowledgeof networking, firewalls & load balancers.
Knowledgeof best practices for IT operations in an always-on, always-available servicemodel
Greatcommunication, collaboration and interpersonal skills
Abilityto work across teams to continuously analyze system performance in production,troubleshoots consumer reported issues, and proactively identifies areas inneed of optimization.
Anability to drive change in a creative and collaborative manner with businessand technical partners
Abilityto perform as Crisis Manager for major incidents
Abilityto lead sub initiatives globally
Degreein Computer Science preferred
How you’reWork Impacts the Organization
PersonalInvesting (PI) is the retail investing arm of Fidelity that serves thefinancial needs of millions of individual investors with a comprehensive rangeof investment products and services. The primary objective of the team in Indiais to enable the PI businesses, working with our IT business partners in theUS. Over the years, we have developed technical expertise on various functionsof personal and strategic investment products and data. Across our business wetake great pride in building strong and lasting relationships with ourcustomers, providing sound investment guidance, and delivering a best-in-classcustomer experience.
TheExpertise we’re looking for
15+ years of IT experience
Bachelor’sor Master’s degree preferred
Abovementioned technical and behavioral skills
Fidelity Investments is one of the world's largest providers of financial services. Headquartered in Boston, US, Fidelity's goal is to make financial expertise broadly accessible and effective in helping people live the lives they want. Privately held for nearly 70 years, Fidelity employs 45,000 associates who are focused on the long-term success of our customers. FMR (Fidelity Management & Research) India is the Global Inhouse Center of Fidelity Investments. Headquartered at Bangalore, where operations commenced in 2003, FMR India has another fully-functional unit at Chennai. To know more visit: FMR India
Location: Chennai – Cambridge Tower
Shift timings: 11:00 am -8:00 pm