In this compelling leadership position, you will plan and direct the work of a team responsible for identifying operational issues by observing and studying system functioning and performance results, as well as develop, implement, and monitor processes for investigating complaints and suggestions, interview process supervisors and operators, and complete troubleshooting procedures. THE IMPACT YOU WILL MAKE The Support and Tools - Operations Engineering - Director role will offer you the flexibi... more details
Job Description
In this compelling leadership position, you will plan and direct the work of a team responsible for identifying operational issues by observing and studying system functioning and performance results, as well as develop, implement, and monitor processes for investigating complaints and suggestions, interview process supervisors and operators, and complete troubleshooting procedures.
THE IMPACT YOU WILL MAKE The Support and Tools - Operations Engineering - Director 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:
Lead strategy and direction to drive transformation and modernization of the Enterprise Command Center including end to end visibility of the entire plant across all layers.
Lead the execution of FannieMae’s technology strategy and vision with an emphasis on delivering transformational change while using an agile organizational model to drive futuristic observability capabilities, predictive incident analytics, proactive incident response and management in alignment with overall Business and IT Strategy.
Develop and implement a comprehensive observability strategy to enhance the organization's ability to monitor, detect, and respond to potential issues proactively.
Leverage data analytics to identify trends, patterns, and anomalies in system behavior, providing actionable insights for continuous improvement.
Implement machine learning and artificial intelligence solutions to enhance predictive analysis and proactive issue resolution.
Evaluate and implement observability tools and technologies to improve system visibility and performance and drive down incidents, Mean time to detect (MTTD) and Mean time to Restore (MTTR)
Co-lead the daily operations of the Enterprise Command Command Center, ensuring 24/7 coverage and responsiveness to incidents, outages, and escalations.
Collaborate with key stakeholders to develop and execute a strategic IT roadmap aligned with organizational goals.
Drive initiatives to enhance IT infrastructure resilience, scalability, and security.
Establish and maintain key performance indicators (KPIs) to measure the effectiveness of IT operations and observability efforts.
Prioritize the work of this team based on management guidance on tactical and strategic deliverables.
Oversee the health of our production environments through operational leadership of our external and cloud technology platforms.
Implement processes and procedures that increase cloud service reliability and continually improve SLA.
Influence the Observability team in the design, development, and continuous enhancement of logging, tracing, and monitoring platforms,
Bring in a SRE/DevOps/Observability mindset to daily operations of the Command Center.
Deploy alerting mechanisms and real-time dashboards to monitor cloud service failures and performance and corelate the alerts.
Investigate opportunities for automation in the Command Center space and utilize the automation team members to deliver on the same.
Develop and manage standardized and highly efficient technology services; ensure reliability and scalability of infrastructure in a dynamic environment.
Stay abreast of industry trends, emerging technologies, and best practices in observability, tracing, SRE and IT Operations to drive innovation within the IT Command Center.
Facilitate communications about outages/changes between vendors and various internal stakeholders.
Monitor environments and recommend additional controls and governance.
Ensure all technology practices adhere to IT, Information Security, compliance, and regulatory standards and controls.
Establish collaborative working relationships with outside vendors, which will help to enhance service delivery capabilities.
Partner with various teams including Development, Architecture, Engineering, Shared Services, Technology Operations, Resiliency and Information security teams to deliver a high level of safety and soundness.
Perform all departmental administrative activities, including staff meeting attendance, monthly status reporting, budgeting, strategic planning, staff performance management, expense processing, documentation and other activities, as assigned, in a timely fashion.
Partner with other Architecture, Engineering and Information security teams to monitor emerging cloud, infrastructure and observability technologies to better evaluate differentiated vendor offerings.
Develop and manage a world-class team.
Provide strong leadership with a focus on attracting, motivating, and developing best-in-class talent. Mentor and coach teams to develop future leaders in alignment with company objectives.
Balance both leading a team and engaging directly with the work needed to accomplish objectives. Assist direct reports with ongoing prioritization and resource allocation to ensure that the crucial business initiatives are delivered.
Utilize leadership skills, problem solving and decision-making skills to facilitate and encourage participation of team members to meet objectives in congruence with approved standards and guidelines.
Be a leader that continually raises the bar for others.
Champion and advocate for the value of diversity, equity and inclusion
Use a lens of equity in establishing and promoting policies and procedures.
Execute select strategic innovation initiatives as directed by the leadership.
Ensure that all regulatory and auditing guidelines are followed, and solid business practices are implemented.
Qualifications
THE EXPERIENCE YOU BRING TO THE TEAM
Minimum Required Experiences
8 years
Desired Experiences
Bachelor degree or equivalent; Master degree preferred
Qualification and Skills –
Bachelor's degree in Computer Science, Information Technology, or a related field;, or an equivalent combination of education and work experience.
8+ years of management experience in Information technology with expertise in IT operations, Command Center, observability, infrastructure, security and technical architecture; 5+ years of experience with managing large teams.
5-7 years of experience with AWS and traditional infrastructure (compute, storage, networking, database, middleware) and ITSM operations frameworks (ITIL, MOF, COBIT, etc) required to manage provisioning, capacity, performance and other key operations in hybrid infrastructure.
5 years of experience with Splunk, Dynatrace, Cloudwatch, Servicenow, Moogsoft or similar tools. Splunk and Cloudwatch are a must.
Demonstrated experience (8 years) in a leadership role transforming and modernizing a Command Center type of a construct with end to end visibility, observability, predictive incident analytics, proactive incident response and management.
Excellent understanding of at least 8 of the following - AWS EC2, Lambda, Beanstalk, ECS, CloudTrail, CloudWatch, Systems Manager, VPC, CloudFront, ALB, Neptune, RDS, Redshift, Aurora, Glue.
Proven experience (8 years) in a leadership role overseeing IT Command Center operations and observability.
In-depth knowledge of IT infrastructure, observability tools, data analytics, and incident management processes.
Strong understanding of cloud platforms, microservices architecture, and containerization.
Strong strategic thinking and planning skills with the ability to align IT initiatives with business objectives.
Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
Proven ability to communicate effectively with C level executives.
Demonstrated experience in team management and development.
Proven experience leading 24 x 7 IT/Cloud Operations team across a variety of *aaS architectures and associated operations in a matrixed, cross-functional organization.
Strong business acumen and relationship management skills.
Ability to transform business processes using BPA, RPA, or other technology-enabled automation.
Ability to anticipate user requirements and identify and resolve complex problems; possess strong customer service and communication skills.
Demonstrated experience in effectively managing multiple projects of various size from small to enterprise utilizing various methods (waterfall, agile) in a cross-functional environment.
Professional AWS cloud certification preferred.
Ability to attract, foster and retain exceptional talent necessary and build effective operation teams
Demonstrable skills and ability to develop practical solutions to address complex technological and organizational challenges.
Skilled in defining meaningful and achievable Service Level Agreements (SLAs).
Cultivate and maintain positive, collaborative and productive working relationships across all internal and external stakeholders
Capacity and agility to digest new information quickly, and apply existing knowledge to make connections across different areas and identify key areas to explore.
Excellent skills in analyzing and depicting patterns and trends from data collected from multiple sources.
Full knowledge and experience with current stack of cloud technologies (especially AWS), latest security and regulatory requirements.
Thorough understanding of ITIL processes related to incident management, problem management, application life cycle management, operational health management.
Excellent skills in monitoring, tracing, profiling, and diagnosing distributed software services, system internals, databases, and transactions with inherit ability to quickly grasp and logically resolve complex technical issues.
The group of skills related to Business Resilience including managing crisis events, assessing business impact, and planning and managing business continuity.
The group of skills related to Risk Assessment and Management including evaluating and designing controls, conducting impact assessments, identifying control gaps, remediating risk, etc.
Collective capabilities for leadership, including leading teams, giving feedback, facilitating meetings, and coaching and mentoring.
Experience in the process of analyzing data to identify trends or relationships to inform conclusions about the data.
Experience identifying measures, or indicators of system performance, and the actions needed to improve or correct performance to achieve desired outcomes.
Working with people with different functional expertise respectfully and cooperatively to work towards a common goal
The group of skills related to Governance and Compliance including creating policies, evaluating compliance, conducting internal investigations, developing data governance, etc.
Experience identifying and selecting strategic options, and identifying resources to meet the defined objectives
The group of skills related to Communication including communicating in writing or verbally, planning and distributing communication, etc.
Adept at managing project plans, resources, and people to ensure successful project completion
The group of skills related to Influencing including negotiating, persuading others, facilitating meetings, and resolving conflict.
Organized and detail-oriented with the ability to meet deadlines in a fast-paced environment
Experience in the Fintech or Financial Services vertical highly desired
Additional Information
The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.
Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at [email protected].
The hiring range for this role is set forth on each of our job postings located on Fannie Mae's Career Site. 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.
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