Major Incident Management Professional

At 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.

Position Overview:

Freddie Mac is looking for a Major Incident Professional to join its Service Management and Global Operations team. You will be responsible for ensuring that critical incidents with potential or actual significant impact to the business are handled efficiently and with minimum disruption to our operations. You will use procedural knowledge and sound decision-making to guide resolutions, and join with technical teams to diagnose incidents. You will provide 24x7 on-call support (via rotation); and are available for a shift schedule. This position is on our 2nd shift team, Tuesday - Saturday, 4:00pm to 12:00AM (midnight)

Your Impact:

• Point of contact for all Major/Critical Incidents
• Partner with the business by presenting technical impact, solutions, root cause and corrective actions
• Ensure the appropriate resources are working on resolution of major incidents according to the severity, and identifying/enacting when an incident escalation should be triggered.
• Review the impact continuously and reassess whether further action is required
• Ensure communication is sent to partners at regular intervals and within expected timeframes
• Record detailed events of the incidents for use in post-incident review and evaluation

• Bachelor's degree in Information Technology, Computer Science or related field, or equivalent education
• 3+ years of professional technology experience with experience on a Major Incident team.
• ITIL Foundation or higher certification strongly preferred
• Experience with ServiceNow required
• Experience with xMatters or similar preferred

• Enthusiastic, passionate individual who is self-motivated and self-directed
• Able to work effectively with deadlines, both independently and within a collaborative team environment using good judgment
• Strong troubleshooting skills, and understanding of technology problem-solving techniques and methodologies with a results-driven approach
• Superb communication skills, both verbal and written, deep technical, analytical, and problem-solving skills. Ability to communicate IT concepts clearly and concisely to management and end users
• Demonstrable work performance in a distributed and/or remote work environment