Incident Manager

In this incident management function, manage incidents to resolution in a 24/7/365 environment using the Fannie Mae incident management processes, effectively guide incident and triage calls from a technical perspective, share technical details obtained from monitoring tools and dashboards to aid troubleshooting, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating with technology infrastructure management.

KEY JOB FUNCTIONS

1. Provide expert level of incident management support for response, triage and impact mitigation of technology incidents. The team is the command center for all impacting incidents. The key objective of the team is prevent, contain and limit the duration of all production incidents to reduce the impact on FannieMae's business deliverables. The incident management function is to manage incidents to resolution in a 24/7/365 environment using the Fannie Mae incident management processes.
2. Lead the resolution of high priority and complex incidents. Prioritize steps for quick recovery to minimize business impact to operations. This includes using all of the available tools to find the root cause and then drive a quick resolution, either permanent or workaround, to ensure the business is back to normal operations.
3. Troubleshoot the incidents and identify root cause quickly using operations, wire data analytics, application performance management and event correlation monitoring tools.
4. Act as primary point of contact to management and stakeholders during business impacting incidents.
5. Partnering with the Correction of Errors team, drive the root cause analysis, lessons learned and implementation of enhancements for all ECC communicated incidents.
6. Collaborate with other teams to enhance proactive monitoring and observability tools and processes
7. Provide reporting and analysis on business impacting incident trends and impacts.
8. Provide enhancement suggestions from those trends and present to management for prioritization and implementation. Lead the implementation of approved enhancements.
9. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
10. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
11. Lead required technical follow-up calls for critical incidents.
12. Provide recommendations on continuous improvement and lead the execution of the same
13. Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.
14. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
15. Lead required technical follow-up calls for critical incidents.
16. Assist with documentation of Root Cause Analysis (RCA) or Correction of Errors (COE) and data quality for all ECC communicated incidents.
17. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
18. Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
19. Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
20. Participate in on-call rotation. Ability to work on any shifts as needed including weekends and night shifts.
21. Ability to report incident details and metrics to senior leadership.

EDUCATION

Bachelor's Degree or equivalent required.

MINIMUM EXPERIENCE

6+ years of related experience

REQUIRED KNOWLEDGE & SKILLS

1. Excellent communication skills (oral and written)
2. Attention to detail
3. Ability to multi-task
4. Proficiency in running incident calls with up to 150 people.
5. Proficiency with Microsoft Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
6. Hands-on experience with ServiceNow or other ticketing system is required.
7. Monitoring experience with tools like AWS Console, Extrahop, SolarWinds, and Catchpoint etc.
8. Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.
9. Experience working with compliance, Audit, and other support organizations while participating in providing solutions in support of the business objectives.
10. Ability to present findings to management and other teams from data analysis and make recommendations, design and implement fixes or improvements from the findings
11. Understanding of different IT Infrastructure components such as AWS, Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred.
12. Proven methodical approach to problem identification, monitoring, problem solving and resolution.
13. Aptitude to influence other technical teams on incident calls & articulate troubleshooting steps effectively.
14. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.
15. Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.

Preferred Qualifications:

1. AWS Certified Solutions Architect Associate Certification and above
2. ITIL Certification
3. Financial industry experience
4. Experience with OpenTel, SignalFX