Principal Systems Engineer

TL;DR

Principal Systems Engineer: Drive operational excellence, observability, and automation for critical contact center applications supporting Wealth and Workplace Investing business units with an accent on system reliability, automation, and associate experience. Focus on leading cross-functional initiatives, implementing SLI/SLOs, and improving incident response and operational efficiency.

Location: Hybrid, onsite every other week at Fidelity office in the United States. Note: No immigration sponsorship provided.

Company

hirify.global is a privately held financial services corporation committed to diversity, inclusion, and professional development in a heavily regulated industry.

What you will do

• 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.

Requirements

• Must have 10+ years of experience in technology operations, systems engineering, or production support leadership.
• Must be able to work hybrid with onsite presence every other week in a Fidelity office in the US.
• Strong background in ITSM, incident/problem management, and operational process optimization.
• Expertise in observability and monitoring tools such as OTEL, Splunk, DataDog, Prometheus, Grafana.
• Experience with automation scripting (Python, Bash, PowerShell) and cloud environments (AWS, Azure, GCP).
• Agile and DevOps mindset with experience in CI/CD and operational automation.

Nice to have

• Certifications such as ITIL, AWS, or SRE-related credentials.

Culture & Benefits

• Flexible benefits supporting career and personal life stages.
• 401(k) with company match and comprehensive medical, dental, vision coverage.
• Generous parental leave policies.
• Professional development opportunities including mentoring, training, and skill-building resources.
• Inclusive and diverse workplace culture.
• Commitment to social responsibility and community engagement.