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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Platform Operations Support, Manager - **Company:** Federal Home Loan Mortgage Corporation - **Location:** Dallas, TX, United States - **Experience:** Experienced - **Salary:** $138,000.0 - $206,000.0 - **Contract:** Permanent contract - **Skills:** Cyber Security, Monitoring of Systems, Identity and Access Management, Information Management, Knowledge Management, Runbook, Software Engineering, Enterprise Software Applications - **Published:** August 10, 2026 - **Apply:** https://careers.freddiemac.com/us/en/job/JR17465 ## About the Role * 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 ## Description 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, 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 ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Technical Documentation - How Can I Write Them Better and Why Should I Care?](https://www.wearedevelopers.com/videos/681-technical-documentation-how-can-i-write-them-better-and-why-should-i-care) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Bridging AI and Nomad: a Go-based MCP Server for Cluster Control](https://www.wearedevelopers.com/videos/2063-bridging-ai-and-nomad-a-go-based-mcp-server-for-cluster-control) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Should Tech Managers Be Developers First? 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