About the Opportunity

Job Type: Permanent

Application Deadline: 15 November 2025

Job Description

Title Senior Support Analyst

Department ISS Delivery – Production Support

Location Dublin

Reports To Associate Director

Level Application Support – 3

About Fidelity International

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together – and supporting each other – all over the world. So, join our team ISS Production Services and feel like you’re part of something bigger.

Our Values

Integrity – Doing the right thing, every time and putting the client first

Trust – Empowering each other to take the initiative and make good decision

Our Behaviours

Our employees should be:

Brave – Challenge the status quo, be accountable and speak up

Bold – Act with conviction, encourage diverse thinking and keep things simple

Curious – Learn to do new things in better ways and encourage fresh thinking

Compassionate – Have empathy, care for colleagues, clients and the community

About your team

ISS (Investment Solutions and Services) is aligned to execute FIL’s overall strategic vision to simplify and improve our work through a culture of efficiency, continuous improvement and collaboration, with the customer and client needs at the centre of all that we do. The AMO capability provides systems development, implementation and support services across many of the investment services and fund accounting functions. A range of applications, data warehouses and reporting functions are supported. The department is also currently seeking to satisfy the high level of demand for the execution of programmes of a strategic nature and the establishment of a strategic target operating model.

About your role

You will be responsible for working with the ISS Associate Director managing an organisation that is responsible for service delivery to all users of the platform, being recognised as a Trusted Advisor, building confidence in coordination/management of issues, anticipating future support requirements in an ever-evolving business environment, and ensuring long term stability of the platform. You will be responsible for ensuring the application stability working in close partnership with both delivery and infrastructure teams to meet or exceed business requirements in a robust, supportable, and cost-efficient manner. Success in this role will require building strong and engaging relationships with your business and technology stakeholders both internally and externally to drive operational excellence and enhance the client support experience.

About you

As a Senior Support Analyst, you will act in a manner consistent with FIL values, working together with your team mates locally and in other locations and demonstrating a passion for completing work with an emphasis on quality, setting high standards of excellence and enthusiastically taking on new challenges. Fostering a “one global team” culture, encouraging the free sharing of knowledge, and collaborating across borders.

Key Responsibilities

• Responsible for support operations including health checks, business service requests, production incident investigations and root cause analysis with focus and emphasis on supporting the platforms.
• Ensure adherence to service management standards including incident, problem, change and release management
• Provide articulate, accurate and timely updates on issues to stakeholders
• Responsible for supporting critical asset management applications, including internally developed systems, and their integration with upstream and downstream systems.
• Coordinate and facilitate resolution for major incidents engaging with the incident management team, upstream providers, infrastructure teams etc. as required
• Follow-up on issues ensuring appropriate remediation tasks get completed
• Collaborate with delivery teams, ensuring support requirements are met prior to production deployment
• Responsible for raising change tickets and communicating appropriately
• Implement efficient, well-rehearsed business continuity and service recovery plans
• Ensure operational stability by continually improving processes and implementing proactive monitoring
• Perform regular knowledge sharing through documentation and training sessions to other members
• Collaborate with regional teams to evolve firm-wide best practices
• Willing to work in a 24×7 environment participating in an on-call rota as well as night and weekend work

Essential Skills

• Indepth Oracle experience with strong focus on PL/SQL stored procedures
• Excellent Informatica experience with Power Centre
• Hands-on experience with scheduling tools – Control-M would be a definite plus
• Strong programming/scripting background (e.g., Python, Go, Shell) with a focus on automation and tooling.
• Familiarity with event-driven systems, message queues (e.g., Kafka), databases (Oracle), and cloud-native platforms.
• Experience of GitHub/Bitbucket as source control tool and build tools like Jenkins, UrbanDeploy
• Good Operating Systems knowledge and associated commands (UNIX [AIX/Linux], MS Windows)
• Familiarity in Data Warehouse, DataMart and ODS concepts
• Knowledge of essential Software Engineering principles
• Knowledge of ITIL practices
• Experience working with enterprise messaging products (preferably MQ Series)

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. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

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