IT Operations Senior Manager - Incident & Problem Management

Company: Freddie Mac
Location: Dallas
Posted on: January 15, 2021

Job Description:

Job DescriptionAt Freddie Mac, you will do important work to build a better housing finance system and you ll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation. Are you someone who thrives on ensuring Information Technology Systems and business service s Stability and Resiliency for world class operational excellence, to support a hybrid cloud based, modern delivery oriented fast paced, successful business? Do you have passion for development of technology and teams for IT Operations with modernization mindset with AI Ops? If you have proven experience, know what it takes to successfully lead an IT Global Operations Team, we are your next destination employer! Apply to join Freddie Mac s transforming Information Technology division as our newest IT Global Operations Senior Manager. Read on to learn more about this exciting opportunity!Our Impact:

• We assure Stability, Availability and Reliability for 1000+ software applications, and their hosting platforms and infrastructure services, in hybrid Cloud environment
• We strive to prevent service impacts in a dynamic and constantly evolving ecosystem, assure rapid recoverability from any impacts to business and services
• We strategize and transform IT operations with AI Ops, Observability, Automation, Advanced Operational Technology enablement and Process EngineeringYour Impact:The IT Operations Senior Manager will be an integral part of IT Global Operations Team and will be expected to:
  • Transform our Operations functions (primarily Incident & Problem Management) to meet & exceed the Service Level Agreements on Availability and Time to Repair targets
  • Manage round the clock services (People, Process and Technology) to assure Monitoring, Incident Management and pro-active Problem Management from Detection to Correction of any issue
  • Develop teams of Operators and Engineers, to enable one Stop Shop for Full Stack IT Operations
  • Identify, Influence and Implement technology, process and skill changes to modernize Operations towards AI (Artificial Intelligence) Operations
  • Collaborate with IT and Business Senior leadership to assure transparent communication, recovery plans in the time of crisis and postmortem results with preventive measures.Qualifications:
    • At least 10 years of IT Operations with track record of coaching, leading, developing teams and transforming services
    • 5+ years of management experience in Incident and Problem Management
    • College Degree or Equivalent experience; advanced studies / degree / certifications preferred
    • Strong full stack technology background for hybrid cloud infrastructure and application systems
    • Demonstrated capability to lead Enterprise IT Command Centers and Incident / Crisis Management
    • Flexibility for planned travel to regional offices and headquarters
    • Flexibility for unscheduled engagement to lead & drive major incident resolutionsKeys to Success in this Role:
      • Communicates and influences very effectively
      • Demonstrates deep job specific knowledge and best practices to drive effective change and transform how work is performed
      • Expert at building strong teams, leads and performers, elevates team members via coaching and knowledge sharing. Highly effective team leader. Top influencer for other IT and business partners.
      • Acts as a Change Champion. Seeks and achieves transformational improvements. Actively seeks additional areas of responsibility proactively without direction
      • Significant contributions to strategy and objectives. Knowledge leadership in all areas of expertise for areas of responsibility. Thinks beyond individual sphere.Current Freddie Mac employees please apply through the internal career site.Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you ll do important work for the housing finance system and make a difference in the lives of others.We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities 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.Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.Time-type:Full timeJob Category:Information TechnologyFLSA Status:Exempt Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

Keywords: Freddie Mac, Dallas , IT Operations Senior Manager - Incident & Problem Management, IT / Software / Systems , Dallas, Texas