Chapter Leader - FHB Prod Support

Job Description:

Job Title: Chapter Leader - FHB Prod Support

The Purpose of This Role

We are looking for a technically hands-on Chapter Leader to lead the FHB Production Support chapter in the Fidelity Health (FH) business within Workplace Investing (WI). This chapter is responsible for ensuring the stability, reliability, and scalability of the platform. The candidate must be able to engage deeply with engineering teams, participate in technical reviews, and champion software engineering practices. You will lead a team of engineers focused on incident management, root cause analysis, and continuous improvement. You will bring a curious and analytical mindset to research production tickets, identify patterns, and proactively strengthen platform stability. As we scale our platforms to support growth, your leadership will be critical in driving operational excellence and resilience.

You blend deep technology and delivery expertise along with industry knowledge with a passion for coaching, mentoring and developing associates. You will collaborate closely with product, engineering, infrastructure and support teams to ensure seamless service delivery and rapid issue resolution. You will mentor and coach your chapter members, fostering a culture of ownership, accountability, and technical depth. You are dedicated to helping them grow and develop in their knowledge area and ensure alignment on the “how” of the work they perform. You are committed to developing your own expertise and knowledge to bring the latest thinking to your role to empower others with that knowledge.

The Value You Deliver

• Champion a stability-first mindset, ensuring platforms are resilient, scalable, and performant.

• Lead efforts to analyze and resolve production issues, identifying root causes, adopting a shift-left approach and implementing long-term fixes.

• Drive proactive monitoring, alerting, and automation to reduce manual intervention and improve response times.

• Collaborate across squads to embed reliability practices into the development lifecycle.

• Foster a culture of continuous learning and improvement, enabling your team to grow in technical and operational excellence.

The Skills that are Key to this role

• 15+ years in software design, development and delivery of large enterprise grade modern distributed applications.

• Strong hands-on experience in incident management, problem analysis, and platform reliability engineering.

• Healthcare benefits technology experience, preferred

• Experience of working in greenfield assignments building large platforms or large modernization projects

• Strong experience in leading in a reciprocal, team-based environment with a constant focus on learning, mentoring, and encouraging others.

• Possess strong technical foundation that includes Architecture and System Design understanding, Cloud & Infrastructure knowledge, Data & integration awareness, Secured development practices, technical communication & decision-making.

How Your Work Impacts the Organization

As a Chapter Leader in FHB Production Support, you will be at the forefront of ensuring platform reliability and customer trust. Our team builds outstanding product capabilities for Fidelity Health customers. We work in a collaborative, fast paced environment and are committed to advancing experience to the delight of our customers.

The Expertise We’re Looking For

• Bachelor’s degree or equivalent experience of Computer Science or other related field.

• Deep understanding of the modern enterprise grade distributed application eco-system and hands on experience leading an organization.

Location: Bengaluru

Shift timings: 11:00 am - 8:00pm

Certifications:

Category: