Level 2 Production Support - Senior Associate

Fannie Mae
Reston, VA
Nov 29, 2022
Dec 01, 2022
Full Time
Company DescriptionAt Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to modernize the nations housing finance system while being part of an inclusive team using new, emerging technologies. Here, you will help lead our industry forward, enhance your technical expertise, and make your career.Minimum Required ExperiencesJob Description2 yearsDesired ExperiencesBachelor degree or equivalentTHE IMPACT YOU WILL MAKEResponsibilitiesThe Information Security Technology - Technology Services - Senior Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilitiesAs a valued colleague on our team, you will monitor customer support requests, identify errors in products, and troubleshoot and develop solutions to product errors all while operating under limited supervision.QualificationsTHE EXPERIENCE YOU BRING TO THE TEAMMonitor ticketing system requests for critical or systematic errors in products.Identify errors in products and determine their source.Troubleshoot product errors and develop solutions to fix them.Work with other development groups to deploy updates.Install and maintain common technology hardware and software.SkillsThe person in this role will be responsible for providing level 2 support for a suite of applications hosted on-pre and in AWS. The ideal candidate will have a strong understanding of cloud architecture and extensive hands-on experience troubleshooting and resolving technical issue throughout the technology stack. This person will be required to take regular on-call shifts and respond to incidents that may occur 24 hours a day. Strong preference will be given to candidates that demonstrate the ability to use production support tools such as Dynatrace, Splunk, and Extrahop to troubleshoot issues. Ideally, this person will also be proficient in a scripting language and have experience in automating manual processes.Required SkillsFamiliarity with Single Sign On, SAML, and OAuth flows Splunk and Splunk query language Dynatrace, Extrahop knowledge of AWS architecture and services scripting or programming language SQL Customer serviceToolsSkilled in ServiceNow to manage digital workflowsExperience using SharePointSkilled in VPN software and encrypting dataSkilled in XMLExperience using scheduling software to book eventsSkilled in ExcelExperience in Disaster RecoveryExperience using JIRAExperience using Microsoft ProjectSkilled in TableauSkilled in Amazon Web Services (AWS) offerings, development, and networking platformsExperience using VMWareExperience using Salesforce CRMAdditional InformationIn response to COVID-19, Fannie Mae has adapted our workplace and hiring processes to better safeguard our employees, candidates, and new hires. We understand that this is an unprecedented situation and Fannie Mae is committed to creating protocols for these processes that are agile and conform with federal, state, and local health administration guidance. While the company's operating status for on-site work is currently voluntary, the majority of Fannie Mae's workforce is remote until further notice. We continue to conduct all interviews and onboarding virtually. In addition, all employees who wish to come on site must be fully vaccinated against COVID-19 and enter their vaccination information into a confidential HR system before arriving at the facility, unless they have an approved accommodation. Click here to go directly to information about accommodations.The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.