Job Description

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.

Role Overview

This is a front office facing role within the IS organization, delivering a comprehensive technology support services to all traders and investment compliance users.

The candidate would be expected to provide application first line support services for trading platforms used by investment management business users, and will be expected to work on-call rotation and work in shifts (early morning, late evening and/or weekends). Able to work on own initiative with minimal direction. This role will support traders, fund managers, research analysts and investment operations staff in all international locations, including Canada, London, Hong Kong.

What You Will Do

The role requires the candidate to be able to perform the following prime functions:

• Service request management: Respond to end user requests in a timely manner
• Pro-actively find opportunities to offer an improved service to business users by developing a deep understanding of business processes and listening to on the ground challenges faced by the business teams
• Incident management: Troubleshoot production issues and find root cause through analysis
• Candidate needs to provide resolution or raise the incident to appropriate support team within defined service level agreement (SLA). If escalated, then drive the resolution by following-up with appropriate support teams until the resolution or recovery is provided to business
• Communicate effectively with business users throughout the incident
• Problem & change management: good understanding of release and deployment management process
• Identify and drive the production changes required to bring stability to production environments
• Review application releases and infrastructure changes; look for conflicts or concerns to pro-actively avoid unnecessary business disruption
• Perform application health checks to ensure operational readiness after the completion of changes
• Support & operations: Perform routine operational tasks such as morning checks to confirm application readiness for business use etc.
• Provide application support to wide range of investment management business applications; primarily responsible for supporting critical trading applications and their integration with upstream and downstream systems
• Manage support transition for new applications and functional changes from delivery teams strict compliance to support processes; adherence to FIL company level policies
• Experience in working for validating and performing DR transitions
• Communication and reporting: Regular communication to business and technology stakeholders in person or via emails, phone, chat, as desired by customers
• Ensure effective handovers take place to support team members in other locations
• Work closely with the project manager and to understand & report back regular status of assigned tasks
• Continual improvements: Identify, suggest, and implement continual improvements through automation or process changes
• Perform regular knowledge sharing through documentation and training sessions to other members

What We’re Looking For

• University degree preferably in Engineering or Computer Science or equivalent experience
• 5-7 years’ experience in developing or supporting IT applications
• Financial domain (investment banking / wealth management) working experience
• Experience working with and managing multi-cultural and geographically disparate teams
• Formal ITIL/ISO 20000 qualification preferred

Skills and Knowledge

• Well versed with writing queries and stored procedures in Oracle. Familiarity with other DB platforms an asset
• Unix platforms/shell scripting, C#/Java/J2EE application familiarity
• Enterprise messaging products (preferably MQ Series)
• Experience with batch scheduling tools e.g. Control-M
• Experience of FIX protocol and messages for electronic trading
• Experience in configuring/administering order management systems; Charles River IMS v20 preferred
• Knowledge of cross asset products (EQ & FI) preferred
• Knowledge of trading process for various types of financial instruments
• Knowledge of PowerBI
• Experience supporting order management systems, electronic trading & matching venues
• Exposure to DevOps and Agile delivery processes
• Experience in automating real time application monitoring (ideally using ITRS Geneos)
• Strong analytical & problem-solving skills
• Excellent written & oral communications skills, including interaction with business users customer focused
• Strong time management skills
• Good attention to detail

Current work authorization for Canada is required for all openings

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

• Canada's Top 100 Employers
o Greater Toronto's Top Employers
o Canada's Top Family-Friendly Employers
o Canada's Top Employers for Young People

• Great Place To Work® Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Today's Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

• LinkedIn Top Companies in Canada

• Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer

Designations
• Canadian Compassionate Companies – Certified
• Benefits Canada's Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team