IAM Platform Operations Lead — Automation & Reliability

Freddie Mac; McLean (VA); On-site; USD 138,000 - 206,000; Full time

Job summary

Freddie Mac is seeking a Technical Platform Operations Support Manager within the Identity and Access Management (IAM) organization to lead a team responsible for production support, platform reliability, monitoring, incident response, and continuous improvement of our critical enterprise IAM platforms.

You will drive service maturity, governance, automation, observability, and operational readiness across supported platforms.

Qualifications

• Bachelor's degree or equivalent experience; advanced studies/degree preferred.
• 8+ years of technology operations or production support experience.
• 3+ years of leadership experience managing technical operations or support teams.
• Experience with ITIL Service Management processes (Incident, Problem, Change, Service Request, Knowledge).
• Experience with enterprise monitoring and observability platforms.

Responsibilities

• Lead a team of platform operations resources responsible for production support and platform reliability.
• Ensure adherence to SLOs, SLAs, and operational support standards.
• Drive incident, problem, change, and operational readiness processes.
• Manage platform availability, performance, monitoring, and capacity management.
• Lead root cause analysis efforts and drive corrective and preventive actions.
• Partner with engineering teams to improve resiliency, observability, and automation.
• Establish and refine operational metrics, dashboards, and executive reporting.
• Support audit, compliance, information security, and regulatory requirements.
• Develop and mentor team members through coaching, career development, and performance management.
• Drive automation and self-healing initiatives.

Skills

Leadership

ITIL

Incident Management

Problem Management

Change Management

Service Request Management

Knowledge Management

Monitoring Platforms

Stakeholder Management

Communication

Collaboration

Automation

Education

Bachelor's degree

Advanced degree

Tools

ITSM software

Monitoring tools

Observability platforms

Job description

Freddie Mac is seeking a Technical Platform Operations Support Manager within the Identity and Access Management (IAM) organization to lead a team responsible for production support, platform reliability, monitoring, incident response, and continuous improvement of our critical enterprise IAM platforms.

You will drive service maturity, governance, automation, observability, and operational readiness across supported platforms.