Platform Operations Lead, IAM & Reliability

Information Technology Senior Management Forum; Dallas (TX); On-site; USD 138,000 - 206,000; Full time

Job summary

Freddie Mac is seeking an experienced Technical Platform Operations Support Manager to lead IAM platform operations, drive stability and automation, and partner with engineering, governance, and security teams. The role focuses on service maturity, observability, and continuous improvement of critical identity management platforms.

The ideal candidate brings strong leadership, ITIL proficiency, and a track record of engineering collaboration to ensure platform availability and compliance across

Qualifications

• Bachelor's degree or equivalent experience; advanced studies/degree preferred.
• 8+ years of technology operations, platform support, infrastructure support, or production support experience.
• 3+ years of leadership experience managing technical operations or support teams.
• Experience supporting mission-critical enterprise applications and platforms.
• Strong understanding of ITIL Service Management processes, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Experience with enterprise monitoring and observability platforms.
• Experience managing production incidents and leading major incident bridges.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience developing operational dashboards, metrics, and executive reporting.
• Ability to collaborate across engineering, architecture, information security, and business teams.
• Excellent communication and stakeholder management skills.

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 across supported platforms.
• Manage platform availability, performance, monitoring, and capacity management activities.
• Lead root cause analysis efforts and drive corrective and preventive actions.
• Partner with engineering teams to improve platform resiliency, observability, and automation.
• Establish and refine operational metrics, dashboards, and executive reporting for leadership stakeholders.
• Support audit, compliance, information security, and regulatory requirements.
• Build a culture of accountability, continuous improvement, and customer-centric service delivery.
• Develop and mentor team members through coaching, career development, and performance management.
• Drive operational excellence initiatives focused on automation, self-healing capabilities, and reduction of manual processes.
• Maintain key operational process information management documentation via SOPs and Runbooks.

Skills

Team leadership

Incident management

Troubleshooting

Monitoring & observability

Stakeholder management

Automation

Communication

Education

Bachelor's degree or equivalent

Advanced studies/degree preferred

Tools

ITIL Knowledge base

Job description

Freddie Mac is seeking an experienced Technical Platform Operations Support Manager to lead IAM platform operations, drive stability and automation, and partner with engineering, governance, and security teams. The role focuses on service maturity, observability, and continuous improvement of critical identity management platforms.

The ideal candidate brings strong leadership, ITIL proficiency, and a track record of engineering collaboration to ensure platform availability and compliance across