Incident Management - Advisor - REF9430T

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 modernize the nation's housing finance system while being part of an inclusive team using new, emerging technologies. Here, you will help lead our industry forward, enhance your technical expertise, and make your career.

As a valued contributor to our team, you will apply extensive knowledge of principles, advanced techniques, and theories while determining incident response plans, policies, and procedures for Fannie Mae, as well as coordinate internal and external stakeholders in preparation for and response to incidents.

THE IMPACT YOU WILL MAKE
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.

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experiences

• 10 years

Desired Experiences

• Bachelor degree or equivalent

Skills

• 10 years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Oracle/MS SQL 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, SOA, Java etc.
• 6 years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment.
• 3 years of AWS experience
• 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.
• Ability to occasionally work on nights and weekends if and when major incidents occur.
• 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.
• Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives.
• Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
• AWS certification is required.
• ITIL or PMP certification is desired.
• Financial services industry experience is preferred

Tools

Skilled in Amazon Web Services (AWS) offerings, development, and networking platforms
Skilled in VPN software and encrypting data
Experience using JIRA
Skilled in SQL
Skilled in Excel
Skilled in ServiceNow to manage digital workflows
Experience using VMWare

REF9430T

The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.

Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.