Incident and Release Manager

You will be working on a 100% remote schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

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 professionally.

How You'll Make an Impact:

The Incident & Release Manager will be experienced in technology and operations incident management and have an in-depth understanding of the value of holistic incident response planning. As well as experience in rigorous testing of incident response procedures and playbooks, rapid and timely response to critical technology and operations incidents. This role will manage application releases for critical Fidelity Clearing Canada (FCC) applications that are client facing and ensure the proper change processes are adhered to.

Responsibilities:

1. Act as the Incident Manager and establish proper processes within FCC

• Ensure FIL Major Incident Management processes are followed for any major events in Canada.
• Coordinate the activities of business continuity and disaster recovery analysts for the FCC Technology group.
• For all Incidents affecting FCC, coordinate response and recovery activities with key internal employees, vendors, and other internal and external stakeholders.
• Identify and recommend enhancements to FCC Technology Business Continuity Plans (BCPs), FCC Technology Disaster Recovery Plans (DRPs) and FCC Technology Application Recovery Plans (ARPs).
• Coordinate post-mortems and root cause analysis after every incident.
• Ensure post-incident response reviews and reports are conducted on a timely basis, capturing lessons learned and improvements made to processes and playbooks.
• Develop and maintain the critical incident response decision making tree for FCC.
• Develop and maintain testing requirements for business continuity and disaster recovery for FCC Technology.

2. Develop and maintain incident management playbooks

• For FCC, ensure alignment between Business Impact Analysis (BIA), BCP and DRP/ARP against existing response playbooks to various event scenarios.
• Refine existing incident response playbooks and develop additional playbooks as necessary. Conduct periodic scenario analysis tests (tabletops or simulations) of response playbooks and ensure improvements are made based on results.

3. Adhere to the Fidelity Canada Enterprise Resiliency Program for FCC

• Liaise with our clients’ International Major Incident Managers and represent our client in any major Global events.
• Recommend enhancements to the Major Incident Management framework, where necessary.

4. Develop and facilitate regular training of employees and stakeholders at FCC

• Develop and structure process for incidents within FCC.
• Conduct periodic training sessions for FCC teams and educate them about their responsibilities within each step defined in the playbook.
• Evaluate and recommend additional incident response resources (people, process, and technology), where necessary.

5. Production Release Management

• Ensures successful deployment of all code delivered by the Vendors or internal teams to the Fidelity Clearing Canada test and production environments by following the Fidelity Change Management policies as they relate to the provision of services.
• Coordinates with appropriate FCC business units and vendor suppliers as applicable for each system change to ensure proper Change Management procedures are recorded and followed; this may include:

• Identify and schedule testing resources.
• Identify environmental set up requirements.
• Ensure successful completion of QA and UAT.
• Obtain sign off from business sponsors for acceptance to production environments.
• Ensure proper integration into production environments including deployment validation and authorization to the Vendor of acceptance.
• Ensure proper front office communication has been provided.
• Ensure back office training considerations are accounted for where required.

• Through the management and application of the Fidelity Change Management policies, meets or exceeds all project quality and audit objectives for QA, UAT and Production implementation phases of the SDLC Cycle.
• Keeps management informed on a timely basis of any issues which might impact successful delivery of deployment items and escalates as required, to ensure deliverables are kept on schedule and delivered as expected.

6. Technical Support Management

• Ensures proper change management protocols are in place prior to production deployments.
• Provides required documentation and visuals during audit cycles.
• Organizes and chairs meetings with appropriate FCC and Vendor resources as required to ensure QA and UAT problems are communicated and tracked to resolution.
• Coordinates the planning and scheduling of all upcoming deployments with the vendors and Product Owners within FCC.

7. Effortless experience

• Establishes working relationships with appropriate FCC business units.
• Recommends and develops new processes and procedures as required to ensure superior service.

What We Are Looking For:

• Minimum 5+ years of relevant experience.
• A bachelor’s degree.
• Experience creating and continuously improving incident management role.
• Experience running complex technology and operational incidents.
• Solid knowledge and working experience in brokerage or banking business environment with focus on mid/back-office applications.
• Analytical thinker.
• Superior communication skills both written and oral, ability to effectively communicate technical material to non-technical users.
• Strong interpersonal skills with the ability to collaborate, influence and build relationships.
• Solid desktop computer skills using MS office.

Some of the ways we’ll help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote, hybrid, and in office options.
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy.
• Parental leave top-up to 100% of your salary for a period of 25 weeks.
• Up to $650 for home office equipment.
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice.
• Diversity and inclusion programs, including an active network of Employee Resource Groups.
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation.
• We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.