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Company DescriptionAt Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to modernize the nation's housing finance system while being part of an inclusive team using new, emerging technologies. Here, you will help lead our industry forward, enhance your technical expertise, and make your career.Job DescriptionAs a valued colleague on our team, you will determine incident response plans, policies, and procedures for Fannie Mae with direction from management, as well as coordinate with stakeholders in preparation for, and response to, incidents.
THE IMPACT YOU WILL MAKEThe Support and Tools - Incident Management - Associate 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:- Remain aware of changes to incident response guidelines and current events.
- Under the guidance of more experienced staff, create and continuously update incident response plans, policies, and procedures.
- React to incidents in real-time, proactively look for hardware, software, and environmental alerts or malfunctions, as well as work with more experienced colleagues and other technical teams for resolution and articulate routine troubleshooting steps effectively.
- Support the coordination of internal incident response teams and lead required technical follow-up calls for high profile incidents.
- Collaborate with external stakeholders to mitigate incidents and follow protocols.
QualificationsTHE EXPERIENCE YOU BRING TO THE TEAMDesired Experiences- Bachelor degree or equivalent
SkillsExperience in using and maintaining password management software such as Duo, IAG NuID, and/or Ping IdentitySkilled in cloud technologies and cloud computingExperience in the process of analyzing data to identify trends or relationships to inform conclusions about the dataSkilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as Crystal Reports, Excel, or SSRSExpertise in service management concepts for networks and related standards such as ITIL practices or SDLCDetermining causes of operating errors and taking corrective actionThe group of skills related to Operational Excellence including improving and overseeing operationsThe group of skills related to Communication including communicating in writing or verbally, copywriting, planning and distributing communication, etc.Working with people with different functional expertise respectfully and cooperatively to work toward a common goal.Basic knowledge of IT Incident ManagementBasic end user triage experience2 years of experience handling incidents and issues in a 24/7 production environment2 years of working experience or knowledge with different IT infrastructure components such as Unix/Linux servers, Wintel servers, network and other infrastructure components.Hands on experience with Service-Now or other ticketing toolsExperience using Outlook, Excel, SharePoint and collaboration tools such as Cisco Jabber and MS TeamsExperience and confidence working with all levels of management; excellent written and verbal skillsAbility to multitask during concurrent events.Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independentlyToolsSkilled in ExcelExperience using VMWareExperience using JIRASkilled in Amazon Web Services (AWS) offerings, development, and networking platformsSkilled in ServiceNow to manage digital workflowsSkilled in SQLSkilled in VPN software and encrypting dataAdditional InformationThe future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.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 careersmailbox@fanniemae.com.