Director - Operations Engineering (Hybrid)

3 weeks ago

Reston, United States Fannie Mae Full time

**Company Description**
At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to use tech to tackle housing’s biggest challenges and impact the future of the industry. You’ll be a part of an expert team thriving in an energizing, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance.

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 IMPACT YOU WILL MAKE**
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.
- Develop and implement a comprehensive observability strategy to enhance the organization's ability to monitor, detect, and respond to potential issues proactively.
- 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.
- Collaborate with key stakeholders to develop and execute a strategic IT roadmap aligned with organizational goals.
- Drive initiatives to enhance IT infrastructure resilience, scalability, and security.
- 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; ensure reliability and scalability of infrastructure in a dynamic environment.
- 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.
- Facilitate communications about outages/changes between vendors and various internal stakeholders.
- Monitor environments and recommend additional controls and governance.
- 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 vendo

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