Principal Systems Services and Support Analyst

Job Description:

Job Title – Principal Systems Services and Support Analyst

The Purpose of This Role

As a Technical Specialist in the Enterprise Infrastructure Operations team, you will support multiple teams throughout the Enterprise Infrastructure & Operations (EI&O) business unit ensuring clear, effective, and timely communication throughout the organization. This role is focused on drafting, delivering, and managing a variety of technical documentation (including, but not limited to, emails, executive-ready presentations, articles, and daily reports) tailored to a global audience and delivered through multiple channels. Success in this role requires foundational technical literacy and collaboration with technical/non-technical stakeholders to ensure messaging is accurate, concise, consistent, and aligns to business goals.

The Value You Deliver

• Supporting EI&O teams by creating clear, accurate, and timely communications that help global stakeholders understand operational updates, service impacts, and key business priorities.
• Coordinating with technical and non-technical partners to gather inputs, validate details, and ensure messaging is consistent, audience-appropriate, and aligned to business objectives.
• Drafting executive-ready updates, operational reports, presentations, articles, and stakeholder communications that simplify complex infrastructure and operations topics.
• Managing recurring communication activities across appropriate channels to improve awareness, reduce ambiguity, and support timely decision-making.
• Contributing to communication standards, documentation quality, and visual clarity so that information is easier to consume, share, and act upon across the organization.
• Supporting EI&O teams by creating clear, accurate, and timely communications that help global stakeholders understand operational updates, service impacts, and key business priorities.
• Coordinating with technical and non-technical partners to gather inputs, validate details, and ensure messaging is consistent, audience-appropriate, and aligned to business objectives.
• Drafting executive-ready updates, operational reports, presentations, articles, and stakeholder communications that simplify complex infrastructure and operations topics.
• Managing recurring communication activities across appropriate channels to improve awareness, reduce ambiguity, and support timely decision-making.
• Contributing to communication standards, documentation quality, and visual clarity so that information is easier to consume, share, and act upon across the organization.

Skills that are key to this role

Technical /  Behavioral

• Certified Professional Technical Communicator or similar certification/degree
• Excellent verbal and written communication skills with proven ability to apply rigorous English grammar and punctuation standards
• Experience capturing, interpreting, and articulating operational events within an IT department
• Ability to simplify complex concepts or technical tasks into clear, accessible language for diverse audiences
• Proficiency in Microsoft Word, PowerPoint, Excel, Teams, OneNote, HTML & CSS
• Customer service orientation with a collaborative approach
• Proven ability to prioritize and manage multiple projects in a fast-paced environment
• Ability to deliver high-quality work under deadline pressure
• Foundational knowledge/experience in visual design

The Skills That Are Good to Have for This Role

• ITIL Foundation (or higher) certification
• Experience in IT Service Management (ITSM) practices (Incident, Problem, and Change Management)

How Your Work Impacts the Organization

Fidelity EI&O (Enterprise Infrastructure & Operations) India started operations in 2004 to help our partners take advantage of the global capability in providing operational support. Today, Enterprise Cloud Infrastructure & Operations (ECIO) India plays a key role in global workforce augmentation and supports all the ECIO verticals, including 24X7 operations in some areas. This role is part of the FSC Operations organization within ECIO, which is accountable to ensure our critical systems are available for our customers and associates, 24x7x365.

The Expertise We’re Looking For

• 10+ years of experience.
• Graduate degree or equivalent qualification.
• Certified Professional Technical Communicator or similar certification/degree

Location: Bangalore
Shift timings: 1:00 PM to 10:00 PM

Certifications:

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