About role

WPFH Support is responsible for the maintenance, restoration of service, and risk management, of a discrete portfolio of key applications which underpin Fidelity’s major business operations. The main responsibility of this team is to ensure Fidelity’s Retail platform is functioning correctly, available and providing excellent performance. The team is also responsible for handling critical business impacting issues affecting the platform – looking to not only fix issues – but ensure long term resolutions are found.

The key functions of this group include:

• Rapid response to address high Impact (Impact 1 and 2) incidents. This will be achieved through internal skill sets and drawing in skills from other groups within FIL.

• Service restoration subsequent to unanticipated outages / disruptions.

• Driving root cause detection and resolution and ensuring these are advised back to all delivery groups.

• Advising Release Management of the best way to release new functions onto the production platform.

• Proactively manage the applications through understanding current risks (functional, operational and capacity) and ensuring they are flagged appropriately.

• Identification of and driving application related service quality improvement.

• Reviewing proposed technical solutions for new projects to ensure that are fit for purpose.

Applications within the portfolio include:

• End Investor

• Advisor Workstation

• Wholesale and Retail Operations

• DESecure

• Workplace Investing

• Whitelabel

• Portfolio Planner and Reporting Services

• Multiple Presentation & Middle-tier services

The successful candidate will play a proactive role in the support of one or more of the above applications / systems.

The role requires not only technical skill sets that facilitate high caliber service provision to the business areas supported but also an awareness of other systems infrastructure and business processes dependent upon related to the applications in question. They will also foster close working relationships within the team and liaise with each team member to analyse and investigate production impacting issues.

Key Responsibilities

• Maintaining and improving performance and availability of all Fidelity’s customer facing transactional sites.

• Full maintenance and support of High / Low Severity Issues for all Fidelity production transactional web applications. The role involves diagnosis and research of various technical issues, designing and coding fixes. Ownership of problems from first notification right through to resolution.

• Enforce current standards and introduce improvements

o Identify failings/weakness in current tools/applications and working practices

o This includes both process/standards and technologies/tools

o Requirements for project delivery/handover

• 1st Line Support

o Provide technical skills to resolve incidents under direction of Tech Specialist where necessary

o Primary focus is on restoration of service.

• Participation within an on call support / Rota based service provision as demanded.

• Undertake support and maintenance activities to proactively identify and prevent potential issues within the specified portfolio of applications developing into high severity incidents.

• Assisting and educating users, other support personnel and management in use of specified applications (where deemed appropriate.)

• Provision of input to development of software solutions for incident fixes and preventative System Change Requests.

• Input into the documentation of Application Recovery procedures.

• Liaison with other application development / support areas

• Liaison with other systems operations team (e.g. Unix, DBA, DAS etc)

• Proactive sharing and transfer of skills with other team members.

• Provide input into Disaster Recovery and BCP plans / processes.

• Knowledge of and input into environment initiatives within the overall systems function.

• Ensure adherence to change management processes and assist in facilitating the ongoing review and enhancement of these processes.

• Work with project / operational areas as required to safeguard production service when changes are introduced into the production environment.

• Champion the Recovery group both within Web Delivery and to the rest of Technology and the Enterprise

Experience and Qualifications Required

Must have:

• Willing to work in Support (Along with UK Shifts & 24X7 On-call On rotation)

• At least 2 years of Java/J2EE (development or support experience), Unix

• Spring / other IOC containers, RESTful Services, Spring Boot

• Knowledge of Cloud Based architecture / PaaS, Pivotal Cloud Foundry (PCF), Amazon WebService (AWS)

• Working Knowledge of React.js, NodeJS, Backbone.js or Marionette.js and willingness to work in them

• IBM WebSphere Portal Server, Liberty, Websphere 6.0, Websphere 4, I.H.S

• Hands on experience of RDBMS, Oracle / Sybase and SQL

• Hands-on technical development for tactical fix & automations

• Experience of best practices development methodologies. Especially Agile/DSDM/XP

• Knowledge of XML and practical experience using it with Java See Less