Technical Platform Operations Manager, IAM
Overview
Lead the operational stability of Freddie Mac's identity management platforms, overseeing a team of platform operations resources. This role owns day-to-day support, monitoring, incident response, and problem management for critical enterprise technologies within the IAM organization. You will partner closely with engineering, governance, and infrastructure teams to drive reliability, automation, and compliance. The role combines technical depth with leadership, requiring a focus on service maturity and operational excellence. You'll build a culture of accountability and continuous improvement, directly impacting the mission of Making Home Possible.
What You'll Do10
- 1Lead a team of platform operations resources responsible for production support and platform reliability.
- 2Drive incident, problem, change, and operational readiness processes across supported IAM platforms.
- 3Manage platform availability, performance, monitoring, and capacity management activities using enterprise observability tools.
- 4Lead root cause analysis efforts and drive corrective and preventive actions to reduce repeat incidents.
- 5Partner with engineering teams to improve platform resiliency, observability, and automation.
- 6Establish and refine operational metrics, dashboards, and executive reporting for leadership stakeholders.
- 7Support audit, compliance, information security, and regulatory requirements for IAM systems.
- 8Build a culture of accountability, continuous improvement, and customer-centric service delivery.
- 9Develop and mentor team members through coaching, career development, and performance management.
- 10Drive operational excellence initiatives focused on automation, self-healing capabilities, and reduction of manual processes.
Requirements10
- 18+ years of technology operations, platform support, infrastructure support, or production support experience.
- 23+ years of leadership experience managing technical operations or support teams.
- 3Bachelor's degree or equivalent experience; advanced studies preferred.
- 4Experience supporting mission-critical enterprise applications and platforms.
- 5Strong understanding of ITIL Service Management processes, including Incident, Problem, Change, Service Request, and Knowledge Management.
- 6Experience with enterprise monitoring and observability platforms such as Splunk, Datadog, or New Relic.
- 7Experience managing production incidents and leading major incident bridges.
- 8Strong analytical, troubleshooting, and root cause analysis skills.
- 9Experience developing operational dashboards, metrics, and executive reporting.
- 10Ability to collaborate effectively across engineering, architecture, information security, and business teams.
Salary Insight
$138 - $206k per year
Location
Required Skills
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