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Technical Incident Manager #102704

Company: Fannie Mae
Location: Reston
Posted on: February 21, 2021

Job Description:

Company Description

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing environment. Here, you will help lead our industry forward and make your career.

Job Description

In this technical incident management function, manage incidents to resolution in a 24/7/365 environment using the standard Fannie Mae incident management processes, effectively guide incident triage calls from a technical perspective, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating with technology infrastructure management.

THE IMPACT YOU WILL MAKE

Responsibilities

The Support and Tools - Incident Management - Advisor role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities

  • Manage production incidents to resolution in a 24/7/365 environment using the standard Fannie Mae incident management processes and inform management at all levels of status, impact and resolution actions.
  • Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environments.
  • Influence other technical teams on the calls and articulate troubleshooting steps effectively.
  • Lead required technical follow-up calls for high profile incidents.
  • Ensure appropriate functional and management escalation takes place as per the standards and procedures.
  • Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
  • Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.

    Qualifications

    Minimum Required Experiences
    • 8 years of related experience
    • Experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, AWS, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Oracle/Sybase databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred.
    • 6+ years of working experience with applications in a production support environment using above technologies, AWS etc.
    • 6+ years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment.
    • Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
    • Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively.
    • Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during incident calls with a wide range of personnel and management levels.
    • Hands on experience with ServiceNow, Remedy, or other ticketing tools is required.
    • Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.
      Desired Experiences
      • 10 years of related experience is preferred
      • Bachelor degree or equivalent
      • Subject matter expertise with different IT infrastructure components not required however experience with at least eight of the above listed is preferred.
        Tools

        Skilled in Amazon Web Services (AWS) offerings, development, and networking platforms
        Skilled in monitoring tools such as Extrahop, Dynatrace, Netcool suite, Catchpoint, Moogsoft, Splunk among others.
        Skilled in Excel
        Skilled in ServiceNow to manage digital workflows
        Experience using VMWare

        Additional Information

        **Ability to occasionally work on nights and weekends if and when major incidents occur**

        All your information will be kept confidential according to EEO guidelines.

Keywords: Fannie Mae, Reston , Technical Incident Manager #102704, Executive , Reston, Virginia

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