Job Description

We are seeking an experienced Incident & Problem Manager to lead the analytics of incident trends and drive the enterprise-wide remediation of technology issues. The selected candidate will oversee the investigation of root causes for technology incidents, implement permanent fixes, and identify broader patterns to enhance the reliability and availability of Fannie Mae's applications and systems. This role will champion the transformation, orchestration, and strategic expansion of the Correction of Errors (CoE) framework and collaborate across technology teams to ensure successful delivery of cross-functional programs.

Key Responsibilities:

• Lead root cause analysis (RCA) for major technology incidents and drive permanent corrective actions.
• Analyze incident trends and identify patterns to proactively prevent future occurrences.
• Enhance and expand the existing Correction of Errors framework across the enterprise.
• Facilitate collaboration between diverse technology teams to implement technical and procedural solutions.
• Oversee planning, design, and delivery of complex, cross-functional technology programs.
• Report progress and provide insights to leadership and stakeholders.
• Present findings and recommendations to varying levels of leadership, including executives.
• Ensure alignment with IT governance frameworks (e.g., ITIL, COBIT) and best practices.
• Develop and track KPIs and operational reports to measure incident management effectiveness.
• Drive a culture of continuous improvement and operational excellence.

Qualifications:

• Proven experience leading incident and problem management in large enterprise environments.
• Strong background in root cause determination and long-term resolution of technology incidents.
• Familiarity with IT governance frameworks such as ITIL and COBIT .
• Experience influencing diverse technical groups to deliver impactful solutions.
• Strong presentation skills with fluency in PowerPoint for executive reporting.
• Experience with IT PMO processes, portfolio management, and strategic planning.
• Demonstrated ability to manage multiple initiatives and priorities effectively.
• Skilled in building IT scorecards, KPI dashboards, and operational reporting.
• Excellent leadership, communication, team-building, and problem-solving skills.
• Experience in financial services is a plus but not required.
• Executive presence, strategic thinking, sound judgment, and resilience.
• Commitment to transparency and building trust across teams.

Tools & Technologies:

• Experience with Active Directory , AWS (CloudTrail, CloudWatch, Systems Manager), and SQL .
• Proficiency in ServiceNow for ITSM workflows and JIRA for tracking.
• Skilled in SharePoint , Visio , Excel , Word , and scheduling tools.

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