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# Director, Service Center Incident Operations

- **Company:** Fmr LLC
- **Location:** Westlake, TX, United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Information Systems, Data Centers, Working Model 2D, Computer Network Operations, Information Technology
- **Published:** October 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cbbdfbc3eab802d9

## About the Role

* Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience
 * Significant experience leading operations centers, incident management, network operations, infrastructure operations, or production support teams within a large, complex organization
 * Proven experience leading and developing teams, including coaching, performance management, and talent development
 * Experience directing high-severity incidents and coordinating cross-functional teams during critical service disruptions
 * Strong understanding of technology operations, including monitoring, networking, cloud platforms, infrastructure, applications, and service dependencies
 * Knowledge of Information Technology Service Management (ITSM) practices, including incident, problem, change, and event management
 * Ability to translate technical issues into clear business language for senior leaders and stakeholders
 * Experience improving operational processes, automation, monitoring capabilities, and team effectiveness
 * Strong analytical and decision-making skills with the ability to assess technical issues, customer impact, and business risk
 * Experience partnering with network engineering teams and supporting enterprise routing or data center operations preferred

## Description

As Director, Service Center Incident Operations, you will lead Fidelity Service Center (FSC) Incident Operations during U.S. core business hours, providing operational leadership across monitoring, event management, network operations, incident response, and executive communications. This role focuses on identifying and managing risk, coordinating responses to technology and business-impacting events, restoring services quickly, and maintaining enterprise-wide operational awareness. You will be leading critical operational functions, driving consistent execution, and ensuring timely decision-making during complex situations. By partnering across technology, business, and vendor teams, you will help deliver reliable experiences for customers and associates while protecting business operations., Fidelity Service Center (FSC) Incident Operations serves as Fidelity's central hub for operational awareness, monitoring, incident response, and service restoration. We partner closely with engineering, infrastructure, cybersecurity, application, business, and vendor teams to identify risks, respond to critical events, and maintain the stability of services that support our customers and associates. Our team exists to provide clear operational leadership, ensure rapid coordination during disruptions, and improve resiliency across the enterprise.