Position: Incident Manager I
Duration: 12+ Months
Location: Reston, VA (Onsite)
Description:
Description:
Currently the shift works Thursday morning 1a-7a, Thursday night 7p-7a, Friday night 7p-7a and Saturday night 7p-7a. The shift alternates between the first half and second half of the week, each quarter.
Experienced with basic Incident Management process
Closely coordinate with Command Center Incident Managers and Incident Analyst to manage incidents
Eyes on glass monitoring the Command Center mailbox and MS-Teams Chats
Ownership and use of the MS-Teams conference lines for triage and follow up calls
Responding for assigning MS-Teams conference bridges and joining incident calls
Coordinating technical resources during incident calls to expedite recovery and minimize impact to Fannie Mae external customers and internal users
Paging of resources and groups as requested for incident triage calls using tools like xMatters, Everbridge etc
Understanding of Incident Escalation process
Ability to provide high level incident details to senior stakeholders
Experience with ticketing system e.g. MyServices, JIRA
Managing incident data using tools like SharePoint, Confluence
Experience in managing Helpline numbers
Experience in working in shifts, weekends and holidays to support incident calls
On occasions, managing non-critical incident calls to drive resolution
Ability to write clean and concise incident reports
May participate in Change Request implementations for planned maintenance or upgrade events to page out technical resources or to communicate status updates
Ability to manage multiple tasks while effectively focusing on priority issues
Demonstrates high stress tolerance and strong time management skill
Preferred Skills
Experience in infrastructure and application monitoring using tools e.g. Catchpoint, Dynatrace, Solarwinds, Splunk etc.
Understanding of Unix, Linux and databases
Understanding of AWS Cloud infrastructure and applications
Experience with monitoring Cloud applications on AWS, Azure or Google Cloud
AWS certified