Technical Platform Operations Support, Manager

Freddie Mac•Dallas, TX

About The Position

Freddie Mac is seeking a highly motivated and experienced Technical Platform Operations Support Manager to join our Identity and Access Management (IAM) organization and lead a team responsible for the operational stability, support, monitoring, incident response, problem management, and continuous improvement of our critical enterprise Identity Management technology platforms. This role will oversee day-to-day platform operations while partnering closely with engineering, governance, infrastructure, and business stakeholders to ensure platform availability, reliability, performance, and compliance. The ideal candidate combines strong technical expertise with leadership capabilities and a passion for operational excellence. This role is responsible for driving service maturity, operational governance, automation, observability, and operational readiness across supported platforms. The Identity and Access Management team, part of the Enterprise Business Technology Operation (BTO) organization, enables business operational excellence through the flexible use of technology. The department provides IT strategic services (software development, enhancements, and production support) to support the needs of the Enterprise groups - External Relations and Corporate Communications, Finance, Human Resources, Internal Audit, Legal, Operational Resilience, and Regulatory Affairs. This role will be focused within IAM and ensure platform stability, drive operational efficiencies, support incident response activities, and continuously improve service delivery through process optimization, automation, and proactive risk management.

Requirements

Bachelor's degree or equivalent experience; advanced studies/degree preferred
8+ years of technology operations, platform support, infrastructure support, or production support experience
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, 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

Nice To Haves

Strong understanding of enterprise technology operations and support models
Ability to bridge technical and business discussions effectively
Data-driven decision-making and operational governance mindset
Strong partnership with engineering, information security, and infrastructure teams
Effective communication across all organizational levels
Passion for automation and operational efficiency
Commitment to reducing operational risk and improving customer experience

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, and reduction of manual processes
Drive operational excellence initiatives focused on automation, self-healing capabilities, reduction of manual processes, and platform data completeness and accuracy
Maintain key operational process information management documentation via SOPs and Runbooks