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    Head of Operations and Engineering - Reston, VA, United States - Fannie Mae

    Fannie Mae
    Fannie Mae Reston, VA, United States

    2 weeks ago

    Default job background
    Full time
    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 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.

    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.

    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; 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.

    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.
    Assist direct reports with ongoing prioritization and resource allocation to ensure that the crucial business initiatives are delivered.
    Champion and advocate for the value of diversity, equity and inclusion
    Use a lens of equity in establishing and promoting policies and procedures.
    Ensure that all regulatory and auditing guidelines are followed, and solid business practices are implemented.

    Bachelor degree or equivalent; 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.
    ~ 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.
    ~ 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.
    ~ 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
    ~ 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.
    ~ 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.
    ~ The group of skills related to Governance and Compliance including creating policies, evaluating compliance, conducting internal investigations, developing data governance, etc.
    ~ 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
    ~ Experience in the Fintech or Financial Services vertical highly desired


    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 .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.


    Operations Director, Location:
    Reston, VA-20190
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