About the Opportunity

Job Description

Title Intelligent Automation Support Specialist

Department Enterprise Process

Location India (Gurgaon)

Reports To Intelligent Automation Support Manager

Level Application Support - 3

We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. So, join our Enterprise Process team and feel like you're part of something bigger.

About Enterprise Process

Enterprise Process provides ground breaking solutions to deliver sustainable business value. By powerfully combining both the human and digital workforce, Enterprise Process places itself in a leading position to respond and adapt in a continuously evolving ecosystem to achieve Fidelity's strategic goals, deliver best in class service to our clients, and provide exciting growth opportunities for our employees.

Enterprise Process comprises of:

• Delivery Enablement supports delivery by building capability, providing business process support, ensuring tools and methodologies remain up-to-date with industry technology developments anddelivering the ongoing control framework for our new process orchestration, automation and digitisation solutions
• Delivery achieves leading edge process improvement and manage orchestration, automation platforms, ensuring change is sustained by equipping the business with the right skills, tools and techniques

About the role
As part of the Enterprise Process team, the Intelligent Automation Support Specialist will play a key role in advancing Fidelity's enterprise-wide business process agenda and embedding innovation across the organisation. This role ensures consistent standards and practices are maintained to maximise business value and deliver high‑quality process outcomes.

In this production support capacity, you will be responsible for the smooth and reliable operation of automation, digitisation, and orchestration applications in a live environment. You will proactively monitor systems, troubleshoot complex incidents, perform root cause analysis, and implement corrective and preventive actions. You will also contribute to continuous improvement initiatives aimed at enhancing system performance, reliability, and security.

Your work will directly support Fidelity's goal of maintaining optimal system functionality, minimising downtime, and improving operational efficiency in line with organisational standards and strategic objectives.

Key Responsibilities

As an Intelligent Automation Support Specialist, you will:

• Support and administer the day‑to‑day running of orchestration and automated processes in the live production environment, monitoring the virtual workforce and ensuring applications operate effectively.
• Respond to and resolve orchestration and automation‑related incidents promptly, ensuring minimal downtime and swift restoration of services.
• Diagnose and resolve complex technical issues in automation workflows, scripts, and orchestration processes.
• Develop and maintain scripts to automate routine tasks and reduce manual intervention.
• Create and maintain clear, comprehensive documentation for automation and orchestration processes to support knowledge sharing and troubleshooting.
• Collaborate closely with cross‑functional teams-including developers, system administrators, and business stakeholders-to resolve production issues and enhance system performance.
• Identify opportunities to optimise processes, improving performance, efficiency, and resource utilisation.
• Implement changes to automation workflows and orchestration processes, following established change management procedures and ensuring minimal impact on live operations.
• Monitor resource utilisation trends to support scalability, stability, and ongoing system reliability.

• Demonstrated experience working with orchestration and automation technologies-particularly Power Automate (preferred) and Camunda-and strong practical skills in scripting languages including JavaScript and Python.

• Two or more years of experience in production support, ideally involving automation and orchestration technologies, with a strong track record of timely incident resolution and a well‑developed understanding of incident response frameworks and industry best practices.

• 2+ years experience in developing, debugging, and maintaining scripts or code used in automation and BPMN tools, along with a good understanding of version control systems.

• Strong interpersonal skills to collaborate with various teams and effectively communicate technical issues and solutions to both technical and non-technical stakeholders.

• Experience in implementing changes in a controlled environment, following change management processes, and ensuring minimal disruption to production systems.

• Experience with integrating systems to Apigee, CA Layer 7 API Gateway or similar.

• Experience in Git and CI/CD tools like Jenkins / Bamboo and knowledge of DevOps processes

• Experience in AWS Cloud, Java, Terraforms , Oracle database will be an advantage.

Education

• First degree level (Bachelor's degree) or equivalent
• Knowledge of the financial service industry

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.