Technical Platform Operations Support, Manager

At Freddie Mac our mission of Making Home Possible is what motivates us and its at the core of everything we do. Since our charter in 1970 we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Freddie Mac is seeking a highly motivated and experienced Technical Platform Operations Support Manager to join our Identity and Access Management (IAM) organization and lead a team responsible for the operational stability support monitoring incident response problem management and continuous improvement of our critical enterprise Identity Management technology platforms. This role will oversee day-to-day platform operations while partnering closely with engineering governance infrastructure and business stakeholders to ensure platform availability reliability performance and compliance.

The ideal candidate combines strong technical expertise with leadership capabilities and a passion for operational excellence. This role is responsible for driving service maturity operational governance automation observability and operational readiness across supported platforms.

The Identity and Access Management team part of the Enterprise Business Technology Operation (BTO) organization enables business operational excellence through the flexible use of technology. The department provides IT strategic services (software development enhancements and production support) to support the needs of the Enterprise groups - External Relations and Corporate Communications Finance Human Resources Internal Audit Legal Operational Resilience and Regulatory Affairs. This role will be focused within IAM and ensure platform stability drive operational efficiencies support incident response activities and continuously improve service delivery through process optimization automation and proactive risk management.

• 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 and reduction of manual processes

• 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

• Bachelors 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

  • 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

Current Freddie Mac employees please apply through the internal career site.

We consider all applicants for all positions without regard to gender race color religion national origin age marital status veteran status sexual orientation gender identity/expression physical and mental disability pregnancy ethnicity genetic information or any other protected categories under applicable federal state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

A safe and secure environment is critical to Freddie Macs business. This includes employee commitment to our acceptable use policy applying a vigilance-first approach to work supporting regulatory mandates and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more please visit and register with our referral code: MAC.

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.