• Liaise Manage Technology Application Support staff responsible for providing development application support for FCC
• Maintain technology support for clients when dealing across multiple Fidelity groups and external vendors
• Participate in strategic planning of IT projects that have a companywide and/or department wide impact
• Provide technical information and support for Audit inquiries working with the other FCC technical partners to complete audit deliverables and participate in improving the policies and procedures of the FCC technical department
• Ensure that all requests raised by clients and users are handled timely and appropriately; and assists with Senior Management escalation where needed
• Interact with clients, vendors, FCC employees and other Fidelity firm wide partners
• Coordinate with off‐shore Development Application Support Team
• Create best practices and standard operating procedures for the Development
• Proactively review internal process gaps and client‐specific issues/problems and look for innovative solutions. Be creative and build a reputation as a problem‐solving partner to our clients and internal groups

• Ensures infrastructure, network, application enhancements and maintenance fixes within FCC/FIL/FIC/vendors are well supported from a technology level
• Assists in ensuring FCC technology policies and procedures are adhered to

• Manages the Development Support team to remediate defects based on business and client priorities to address service disruptions, incidents and problems

• Deliver quality customer service interactions to our internal and external customers to create a positive experience
• Take ownership of solving a customer’s problem promptly; use all available resources to achieve the best outcome

• Adhere to all manager accountabilities, by exemplifying the Fidelity Values and leadership behaviors
• Act in accordance with the understanding that your management role has an objective of developing and encouraging others to succeed by doing the right tasks at the right time – every day – to become the best they can possibly be
• Evaluate performance and provide continual constructive feedback, coaching and guidance to strengthen team, individual effectiveness; provides challenging assignments to develop team members in establishing clear and measurable goals
• Ensure team members have the tools to succeed and improve performance
• Translate strategies into clear goals, plans, metrics for team/individuals
• Ensure that team members understand how their work connects to organization’s goals; keep everyone focused on priority goals and metrics
• Challenge team members to set and achieve ambitious goals and holds them accountable
• Mentor staff and develop talent for current and future organization needs

• Identify risks and notify direct report of any concerns that are within your purview and recommend best business practice
• Ability to raise escalations to direct report in a proactive manner

• College Degree or equivalent work experience
• 5+ years of progressive experience in Software Engineering or Development Application support roles within the financial services industry
• 5+ years of Experience in managerial roles

• Experience in correspondent clearing business or the Canadian Financial Industry
• Familiarity with Broadridge Dataphile, RPM, BPS or SIS
• Java, Appian or BPM Tools experience is considered an asset

• Experience with developing financial software applications
• Experience with managing a Development Support team
• Solid knowledge and working experience in Financial/Brokerage business environment with a particular focus on post‐trade, mid/back‐office applications
• Desire and commitment to excellent client service and able to prioritize and manage multiple issues
• Superior communication skills both written and oral; ability to effectively communicate technical material to non‐technical users
• Detailed oriented with excellent analytical skills
• Aptitude for probing and uncovering underlying low‐level details, technical issues and business constraints when dealing with problems
• Use of creativity in finding alternative solutions to business needs
• Able to work in and lead a team environment by sponsoring a collaborative approach in dealing with and partnering with fellow members
• Effective coaching skills
• Contribute to divisional and departmental initiatives by participating and contributing to the success of assigned projects
• Ability to adapt and change in a growing environment
• Has confidence and self‐motivation to be proactive
• Has a strong, calm demeanor in working with multiple clients and vendors.
• Strong knowledge and experience using Jira

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