Technical Platform Operations Support, Manager

Technical Platform Operations Support Manager

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it's 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.

Position Overview:

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.

Our Impact:

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.

Your 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

Qualifications:

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
• 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

Keys to Success in this Role:

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