Fidelity Bank ยท 1 month ago
Principal Systems Engineer
Merrimack, NH
Full-time
Hybrid
Lead/Staff
10+ years expFidelity Bank is seeking a strategic and proactive leader to serve as a Principal Systems Engineer within their EI Production Services organization. This role focuses on driving operational excellence, observability, and automation for critical contact center applications, while leading initiatives to improve system reliability and associate experience.
BankingBitcoinCustomer ServiceFinancial ServicesInsuranceWealth Management
No H1B
Responsibilities
Lead initiatives to improve observability, automation, and operational efficiency for critical associate-facing applications
Drive proactive monitoring and telemetry to reduce reactive firefighting and improve incident response
Partner with engineering and business leaders to prioritize and resolve top issues impacting associate experience
Implement automation and self-service capabilities to reduce manual intervention and accelerate resolution times
Establish and track SLIs/SLOs to measure and improve reliability and performance
Communicate progress and outcomes to senior leadership and stakeholders
Qualification
Required
10+ years of experience in technology operations, systems engineering, or production support leadership
Proven ability to lead and deliver complex improvement initiatives in large-scale environments
Strong background in IT Service Management (ITSM), incident/problem management, and operational process optimization
Expertise in observability and monitoring tools (e.g., OTEL, Splunk, DataDog, Prometheus, Grafana)
Experience implementing SLI/SLO/SLAs and reliability engineering practices
Familiarity with automation and scripting (Python, Bash, PowerShell, or similar)
Solid understanding of On-Prem and Public Cloud environments (AWS/Azure/GCP)
Experience supporting 24/7, high-availability production environments
Knowledge of networking, load balancing, and security fundamentals
Agile and DevOps mindset with experience in CI/CD and operational automation
Leadership excellence: Ability to inspire, mentor, and guide teams toward operational excellence
Strategic thinking: Skilled at identifying top issues and opportunities for improvement
Execution focus: Proven track record of driving projects from concept to measurable outcomes
Collaboration and influence: Ability to work across engineering, product, and business teams
Data-driven mindset: Comfortable using KPIs and metrics to track progress and communicate impact
Lead initiatives to improve observability, automation, and operational efficiency for critical associate-facing applications
Drive proactive monitoring and telemetry to reduce reactive firefighting and improve incident response
Partner with engineering and business leaders to prioritize and resolve top issues impacting associate experience
Implement automation and self-service capabilities to reduce manual intervention and accelerate resolution times
Establish and track SLIs/SLOs to measure and improve reliability and performance
Communicate progress and outcomes to senior leadership and stakeholders
Preferred
Optional certifications: ITIL, AWS, SRE-related credentials
Company
Fidelity Bank
Fidelity Bank is a commercial bank providing services financial sercvices.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-12-17Acquired
2014-09-01Private Equity
Company data provided by crunchbase