Technical Platform Operations Support, Manager

Freddie Mac•McLean, VA

4d•$138,000 - $206,000

About The Position

Freddie Mac is seeking a motivated and experienced Technical Platform Operations Support Manager to lead a team responsible for operational stability, support, monitoring, incident response, problem management, and continuous improvement of critical enterprise Identity Management technology platforms. The manager oversees day-to-day platform operations and partners with engineering, governance, infrastructure, and business stakeholders to ensure availability, reliability, performance, and compliance. The role drives service maturity, operational governance, automation, observability, and operational readiness across supported platforms. Within the Identity and Access Management organization, the position helps ensure platform stability, improve operational efficiency, support incident response, and strengthen service delivery through process optimization, automation, and proactive risk management. The manager also supports audit, compliance, information security, and regulatory requirements, and develops and mentors team members.

Requirements

Bachelor's degree or equivalent experience.
At least 8 years of technology operations, platform support, infrastructure support, or production support experience.
At least 3 years of leadership experience managing technical operations or support teams.
Experience supporting mission-critical enterprise applications and platforms.
Strong understanding of ITIL Service Management processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
Experience with enterprise monitoring and observability platforms.
Experience managing production incidents and leading major incident bridges.
Strong analytical, troubleshooting, and root cause analysis skills.
Experience developing operational dashboards, metrics, and executive reporting.
Ability to collaborate effectively across engineering, architecture, information security, and business teams.
Excellent communication and stakeholder management skills.
Strong understanding of enterprise technology operations and support models.
Ability to bridge technical and business discussions effectively.
Data-driven decision-making and an operational governance mindset.
Effective communication across all organizational levels.
Commitment to reducing operational risk and improving customer experience.

Nice To Haves

Advanced studies or degree preferred.
Passion for automation and operational efficiency.

Responsibilities

Lead a team of platform operations resources responsible for production support and platform reliability.
Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), and operational support standards.
Drive incident, problem, change, and operational readiness processes across supported platforms.
Manage platform availability, performance, monitoring, and capacity management activities.
Lead root cause analysis efforts and drive corrective and preventive actions.
Partner with engineering teams to improve platform resiliency, observability, and automation.
Establish and refine operational metrics, dashboards, and executive reporting for leadership stakeholders.
Support audit, compliance, information security, and regulatory requirements.
Build a culture of accountability, continuous improvement, and customer-centric service delivery.
Develop and mentor team members through coaching, career development, and performance management.
Drive operational excellence initiatives focused on automation, self-healing capabilities, reduced manual processes, and platform data completeness and accuracy.
Maintain key operational process information and documentation through SOPs and runbooks.