Operations Engineering Advisor - Production Support Services

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.

THE IMPACT YOU WILL MAKE
The Support and Tools - Operations Engineer - 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:

• 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.

• Support on-call activities to ensure continuous uptime and remediation of any application or infrastructure incidents

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experiences

• 6 years of experience Operations Engineering in a Production Support environment

• 6 years of working experience with applications in a production support environment using, SOA, Java, Python etc.

•  6 years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment.

• 4+ years of AWS infrastructure experience

• Experience with process architecture and strategic leadership in production support environments

• Experience supporting mission critical applications and infrastructure

Desired Experiences

• Bachelor degree or equivalent

• AWS certification

• ITIL or PMP certification

• Experience in the financial services sector

Skills

• 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.

• Skilled in root cause analysis, postmortems, and leveraging incident data

• Ability to manage various levels of stakeholders; 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.

• Hands on experience with ServiceNow, Remedy, or other ticketing tools.

• 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.

Tools

• Amazon Web Services (AWS) offerings, development, and networking platforms

• Java, Python

• Monitoring tools like Splunk, Dynatrace, OpenTel, Catchpoint, SignalFX, Extrahop and SolarWinds

• Proficient in Zscaler, VPN software and data encryption

• Jira and other project management software

• Proficiency with Word, Excel, and PowerPoint

• Hands on experience with ServiceNow, Remedy, or other ticketing tools.

Qualifications

Education:

Bachelor's Level Degree (Required)

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