Application Support Manager (IT Service Management - Continuous Integration/Delivery)

Freddie Mac
Reston, VA
Aug 31, 2017
Sep 29, 2017
IT, Management
Full Time
Position Overview
The Information Technology (IT) Service Management team is seeking a CI/CD (Continuous Integration/Continuous Delivery) Manager to manage the ECID (Enterprise Continuous Integration/Delivery) team and associated services within IT. The ECID Manager must have strong technical, managerial and operational support leadership skills. The ECID Manager is accountable for driving continuous improvements by automating and integrating DevOps CI/CD processes and technologies and managing the day to application deployment and tools support. The ECID manager will have opportunities to learn and enhance leadership skills and build strong career within the company. Responsibilities include:
*Managing the ECID team and ensuring all activities of the service, governance and operations are carried out as expected throughout the service lifecycle
*Ensuring tools and services are available for both non-production and production usage
*Coordinating interfaces between ECID processes and other processes, especially development, testing, configuration management (Git, CMDB), change management, release and deployment management
*Planning and managing support for ECID tools, processes and integrations
*Communicating strategies and objectives effectively within the department and across the organization
*Evaluating and managing employee performance, and establish employee training and development plans that align with organization development philosophy
*Identifying opportunities for improvement
*Implementing, monitoring and managing CI/CD and DevOps best practices and guidelines
*Monitoring and reporting on ECID process performance
*Defining Key Performance Indicators (KPI’s) and Key Risk Indicators (KRI’s), including metric definition, collection plan, collection frequency, collection ownership, reporting mechanisms and related process control plans
*Regularly meeting with key stakeholders including the system admins, architects, engineers, vendors and developers to ensure quality services are provided
*Ensuring controls and controls self-assessments are executed timely and effectively
*Working with audit teams and develop plans timely to resolve issues and mitigate risks
*Supporting and serving on internal and external committees, task forces and working groups as needed to ensure continuous process improvements are being made
*Providing service excellence to customers
*Providing 24×7 oncall support

Basic Requirements
*8+ years of IT management and technical operations experience
*At least 3 years in managing Build and Deployment automation, integrations and operational support of services as described above
*Bachelor’s degree in Computer Science, Information Technology, related field or equivalent work experience
*Experience in managing deployment of application and infrastructure changes to IT environment consisting of multiple platforms including Mainframe, Unix and Windows
*Familiarity with change and CI/CD tools such as ServiceNow, Stat (for PeopleSoft), Microstrategy, Informatica, Git, Enterprise Jenkins, Artifactory, Docker containers, SonarQube, Fortify, Fortify, Ansible, Kubernetis etc., and web infrastructure tools such as Apache, Tomcat, Weblogic and webmethods
*Experience in understanding Deployment Management risks and controls
*Experience in developing and enforcing build and deployment standards, processes and controls
*Experience in partnering with project managers from LOBs (Lines of Business) to estimate LOEs and ensure resources are acquired and assigned to projects for build and deployment
*Experience interfacing with Change Managers to understand the deployment work in the pipeline and communicate deployment plans, status and issues
*Effective leadership in managing technical teams, performance management, budget management, partnership, technology integrations, technical operations and risk management
*Experience in managing SOX and operational controls, risks, audit requests
*Knowledge in other related IT Service Management Processes such as: Incident Management, Problem Management, Change Management, Release and Deployment Management, Asset Management

Preferred Skills
*Graduate degree or advanced studies
*ITIL foundation v3.0 certification
*Excellent IT technical leadership
*Excellent interpersonal skills to build positive working relationships across groups and all management levels. Seeks out, builds, fosters and maintains productive relationships, networks or alliances to meet goals and achieve results
*Excellent written and verbal communication skills with ability to communicate actively, openly and effectively (verbal and written) with a variety of different audiences (business and technical)
*Ability to maintain a high standard of work and professionalism under pressure
*Ability to excel in ambiguous business situations by adapting plans and approach
*Ability to proactively identify risks and issues and recommend appropriate mitigation plans
*Strong decision making skills with the ability to balance conflicting priorities and interests

Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.

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