Technical Platform Operations Support, Manager

Freddie Mac; McLean (VA); Vor Ort; USD 138.000 - 206.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership

ITIL

Incident Management

Problem Management

Change Management

Service Request Management

Knowledge Management

Monitoring Platforms

Stakeholder Management

Communication

Collaboration

Automation

Ausbildung

Bachelor's degree

Advanced degree

Tools

ITSM software

Monitoring tools

Observability platforms

Jobbeschreibung

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview:

Freddie Mac is seeking a highly motivated and experienced Technical Platform Operations Support Manager to join our Identity and Access Management (IAM) organization and lead a team responsible for the operational stability, support, monitoring, incident response, problem management, and continuous improvement of our critical enterprise Identity Management technology platforms. This role will oversee day‑to‑day platform operations while partnering closely with engineering, governance, infrastructure, and business stakeholders to ensure platform availability, reliability, performance, and compliance.

The ideal candidate combines strong technical expertise with leadership capabilities and a passion for operational excellence. This role is responsible for driving service maturity, operational governance, automation, observability, and operational readiness across supported platforms.

Our Impact:

The Identity and Access Management team, part of the Enterprise Business Technology Operation (BTO) organization, enables business operational excellence through the flexible use of technology. The department provides IT strategic services (software development, enhancements, and production support) to support the needs of the Enterprise groups – External Relations and Corporate Communications, Finance, Human Resources, Internal Audit, Legal, Operational Resilience, and Regulatory Affairs. This role will be focused within IAM and ensure platform stability, drive operational efficiencies, support incident response activities, and continuously improve service delivery through process optimization, automation, and proactive risk management.

Your Impact:

• Lead a team of platform operations resources responsible for production support and platform reliability
• Ensure adherence to service level objectives (SLOs), service level agreements (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
• Drive operational excellence initiatives focused on automation, self‑healing capabilities, reduction of manual processes, and platform data completeness and accuracy
• Maintain key operational process information management documentation via SOPs and Runbooks

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 Management
• Problem Management
• Change Management
• Service Request Management
• 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 skillsExperience developing operational dashboards, metrics, and executive reporting
• Ability to collaborate effectively across engineering, architecture, information security, and business teams
• Excellent communication and stakeholder management skills

Keys to Success in this Role:

• Strong understanding of enterprise technology operations and support models
• Ability to bridge technical and business discussions effectively
• Data‑driven decision‑making and operational governance mindset
• Strong partnership with engineering, information security, and infrastructure teams
• Effective communication across all organizational levels
• Passion for automation and operational efficiency
• Commitment to reducing operational risk and improving customer experience

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

A safe and secure environment is critical to Freddie Mac’s business. This includes employee commitment to our acceptable use policy, applying a vigilance‑first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants:

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Time-type:Full time

FLSA Status:Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market‑leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market‑based salary range of $138,000 - $206,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.