Fannie Mae
Operations Engineering Advisor - Enterprise Technology Operations
Fannie Mae, Plano, Texas, us, 75086
Operations Engineering Advisor - Production Support Services
Join to apply for the
Operations Engineering Advisor - Production Support Services
role at
Fannie Mae . At Fannie Mae, the inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of a collaborative team thriving in an energizing environment. Here, you will grow your career and help create access to affordable housing finance. Job Description 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. Responsibilities Manage production incidents to resolution in a 24/7/365 environment using standard incident management processes, informing management at all levels of status, impact, and resolution actions. Lead and guide incident triage calls from a technical perspective, analyzing infrastructure and application components. Influence technical teams during calls and articulate troubleshooting steps effectively. Lead technical follow-up calls for high-profile incidents. Ensure proper escalation procedures are followed. Follow up on potential negative impacts on production, assist with postmortem activities, and support operational improvements. Report incident details and metrics to senior leadership. Implement process improvements, perform new tasks, create reports, and handle ad-hoc requests based on management recommendations. Minimum Required Experiences 6 years of experience in Incident Management, Response, and Triage. Desired Experiences Bachelor's degree or equivalent. AWS Solutions Architect Associate or higher certification. ITIL or PMP certification. 8+ years of experience with IT Infrastructure components such as Unix/Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, web servers, LDAP, databases, virtualization, email systems, monitoring, and access management. 6+ years in application support in a production environment using these technologies. 6+ years as an Incident Manager handling incidents, changes, and problems in a 24/7 environment. 4+ years of AWS experience with hands-on expertise. Understanding AWS infrastructure layers (WAF, R53, CloudFront, Load Balancing, HA). Strong problem-solving, monitoring, and observability skills. Experience with incident detection tools and dashboards. Ability to analyze transaction failures and debug root causes across AWS layers. Excellent communication skills for technical and non-technical audiences. Experience with ticketing tools like ServiceNow or Remedy. Strong relationship management and multitasking skills in high-stress environments. Experience interacting with compliance, audit, and support organizations. Proficiency in Word, Excel, PowerPoint, and data presentation. Preferred: Financial services industry experience. Tools Experience with AWS offerings, monitoring tools (Splunk, Dynatrace, etc.), Zscaler, VPN, SQL, JIRA, ServiceNow, Remedy. Qualifications Bachelor's degree required. The role may require onsite work depending on the office location. Fannie Mae is an equal opportunity employer and provides accommodations for applicants with disabilities. The salary range is $152,000 to $205,000, with final compensation based on experience and qualifications. Benefits include various health, life, and wellness programs. Requisition Number:
152000 Seniority level:
Mid-Senior level Employment type:
Full-time Job function:
Engineering and Information Technology
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Join to apply for the
Operations Engineering Advisor - Production Support Services
role at
Fannie Mae . At Fannie Mae, the inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of a collaborative team thriving in an energizing environment. Here, you will grow your career and help create access to affordable housing finance. Job Description 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. Responsibilities Manage production incidents to resolution in a 24/7/365 environment using standard incident management processes, informing management at all levels of status, impact, and resolution actions. Lead and guide incident triage calls from a technical perspective, analyzing infrastructure and application components. Influence technical teams during calls and articulate troubleshooting steps effectively. Lead technical follow-up calls for high-profile incidents. Ensure proper escalation procedures are followed. Follow up on potential negative impacts on production, assist with postmortem activities, and support operational improvements. Report incident details and metrics to senior leadership. Implement process improvements, perform new tasks, create reports, and handle ad-hoc requests based on management recommendations. Minimum Required Experiences 6 years of experience in Incident Management, Response, and Triage. Desired Experiences Bachelor's degree or equivalent. AWS Solutions Architect Associate or higher certification. ITIL or PMP certification. 8+ years of experience with IT Infrastructure components such as Unix/Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, web servers, LDAP, databases, virtualization, email systems, monitoring, and access management. 6+ years in application support in a production environment using these technologies. 6+ years as an Incident Manager handling incidents, changes, and problems in a 24/7 environment. 4+ years of AWS experience with hands-on expertise. Understanding AWS infrastructure layers (WAF, R53, CloudFront, Load Balancing, HA). Strong problem-solving, monitoring, and observability skills. Experience with incident detection tools and dashboards. Ability to analyze transaction failures and debug root causes across AWS layers. Excellent communication skills for technical and non-technical audiences. Experience with ticketing tools like ServiceNow or Remedy. Strong relationship management and multitasking skills in high-stress environments. Experience interacting with compliance, audit, and support organizations. Proficiency in Word, Excel, PowerPoint, and data presentation. Preferred: Financial services industry experience. Tools Experience with AWS offerings, monitoring tools (Splunk, Dynatrace, etc.), Zscaler, VPN, SQL, JIRA, ServiceNow, Remedy. Qualifications Bachelor's degree required. The role may require onsite work depending on the office location. Fannie Mae is an equal opportunity employer and provides accommodations for applicants with disabilities. The salary range is $152,000 to $205,000, with final compensation based on experience and qualifications. Benefits include various health, life, and wellness programs. Requisition Number:
152000 Seniority level:
Mid-Senior level Employment type:
Full-time Job function:
Engineering and Information Technology
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