Technical Platform Operations Support, Manager

Freddie Mac

IAM platform operations manager leading production support, reliability, and incident response for Freddie Mac’s enterprise identity systems. Driving automation, observability, governance, and operational risk reduction across critical mortgage-market technology platforms.

Posted 8/10/2026full-timeDallas • Texas, Virginia • 🇺🇸 United StatesSeniorLead💰 $138,000 - $206,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading platform operations with a focus on production support, incident management, and operational excellence. Proficient in developing metrics, dashboards, and ensuring compliance with service level agreements while fostering a culture of continuous improvement.

Highest-signal resume keywords

Platform Operations LeadershipITIL Service ManagementIncident ManagementOperational Metrics DevelopmentAutomation and Operational Efficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technology OperationsPlatform SupportInfrastructure SupportRoot Cause AnalysisOperational GovernanceData-Driven Decision-MakingChange ManagementProblem ManagementService Request ManagementKnowledge Management

Soft Skills

Effective CommunicationStakeholder ManagementCollaborationCoaching and MentoringCustomer-Centric Service Delivery

Tools & Technologies

Enterprise Monitoring PlatformsObservability ToolsSOPsRunbooks

Industry Keywords

Service Level ObjectivesService Level AgreementsOperational ReadinessContinuous ImprovementMission-Critical Applications

About the role

Key responsibilities & impact

Lead a team of platform operations resources responsible for production support and platform reliability
Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), and operational support standards
Drive incident, problem, change, and operational readiness processes across supported platforms
Manage platform availability, performance, monitoring, and capacity management activities
Lead root cause analysis efforts and drive corrective and preventive actions
Partner with engineering teams to improve platform resiliency, observability, and automation
Establish and refine operational metrics, dashboards, and executive reporting for leadership stakeholders
Support audit, compliance, information security, and regulatory requirements
Build a culture of accountability, continuous improvement, and customer-centric service delivery
Develop and mentor team members through coaching, career development, and performance management
Drive operational excellence initiatives focused on automation, self-healing capabilities, reduction of manual processes, and platform data completeness and accuracy
Maintain key operational process information management documentation via SOPs and Runbooks

Requirements

What you’ll need

Bachelor's degree or equivalent experience; advanced studies/degree preferred
8+ years of technology operations, platform support, infrastructure support, or production support experience
3+ years of leadership experience managing technical operations or support teams
Experience supporting mission-critical enterprise applications and platforms
Strong understanding of ITIL Service Management processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management
Experience with enterprise monitoring and observability platforms
Experience managing production incidents and leading major incident bridges
Strong analytical, troubleshooting, and root cause analysis skills
Experience developing operational dashboards, metrics, and executive reporting
Ability to collaborate effectively across engineering, architecture, information security, and business teams
Excellent communication and stakeholder management skills
Strong understanding of enterprise technology operations and support models
Ability to bridge technical and business discussions effectively
Data-driven decision-making and operational governance mindset
Strong partnership with engineering, information security, and infrastructure teams
Effective communication across all organizational levels
Passion for automation and operational efficiency
Commitment to reducing operational risk and improving customer experience

Benefits

Comp & perks

Annual incentive program
Comprehensive total rewards package
Competitive compensation
Market-leading benefit programs
Reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment