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 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 Associate Operations Engineer - Production Support Services 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:
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- Support 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 manage and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environments.
- Daily monitoring of various observability and monitoring systems, emails and MS-Teams Chats.
- Ownership and use of the MS-Teams conference lines for triage and follow up calls.
- Inform management throughout the triage process of progress, issues and business impacts
- Coordinate and perform shakeouts after large change control implementations
THE EXPERIENCE YOU BRING TO THE TEAM
Desired Experiences
- Experience production and infrastructure related incidents and support triage and remediation efforts
- AWS Certification
- ITIL Certification
Skills
- Skilled in written and oral communication of technical information
- Ability to multi-task in a high-stress environment
- Skilled with ticketing system e.g. MyServices, JIRA.
- Proficiency in running incident calls with large audiences
- Ability to manage incident data using tools like SharePoint, Confluence.
- Skilled in managing Helpline numbers.
- Background of troubleshooting and managing triage calls with cross-functional teams.
- Ability to manage multiple tasks while effectively focusing on priority issues.
- Skilled with infrastructure and application monitoring using tools e.g. Catchpoint, Dynatrace, Solarwinds, Splunk etc.
- Ability to support and troubleshoot Unix, Linux and databases.
- Understanding of AWS Cloud infrastructure and applications.
- Experience with monitoring and troubleshooting Cloud applications on AWS, Azure or Google Cloud.
- Experience doing data analytics using common tools such as excel, PowerBI, Tableau, etc.
- Skilled Structured Query Language (SQL)
Tools
- Amazon Web Services (AWS) offerings, development, and networking platforms
- Splunk, Dynatrace, OpenTel, Catchpoint, SignalFX, Extrahop and SolarWinds
- Zscaler and other VPN software and data encryption tools
- SQL and JIRA
- Word, Excel, and PowerPoint
- ServiceNow, Remedy, or other ticketing tools.
Support and Tools - Operations Engineering - Associate
Target Pay Range: $107,000 - $139,000
#LI-Hybrid
Qualifications
Education:
Bachelor's Level Degree (Required)
The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.
For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.
Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity/gender expression, marital or parental status, or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment, unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process, please complete this form.
The hiring range for this role is set forth below. Final salaries will generally vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being. See more here.
Requisition compensation:
107000
to
139000