Problem Management Technical Lead

Freddie Mac
February 7, 2021
Dallas, TX
Job Type


Job Description

At Freddie Mac, you will do important work to build a better housing finance system and you’ll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Position Overview:

An Application Support professional’s dedication to innovation is essential to what keeps our company moving and thriving! Here, you’ll oversee application issues throughout: troubleshooting, maintaining, identifying, raising and resolving them as needed. Partnering with Infrastructure Service Support team members, you’ll dig into root cause analysis, production changes, budgetary and staffing issues. You’ll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across Freddie Mac!

Our Impact:

In order to minimize major incidents, proper and thorough root cause analysis and remediation must be conducted to prevent recurrence. Here you will work with all the technical teams from many disciplines and their leadership to get results.

Your Impact:

Working with full time experienced Problem Managers to enhance the team's abilities in recurrence prevention is paramount to Service Delivery's goals. You will make use of your technical experience coupled with the ability to have command and control of meetings and situations.


  • BS/BA degree or equivalent experience

  • 8+ years proven expertise in infrastructure and applications and support environment

  • Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

  • 5+ years of experience with Problem Management and the ability to demonstrate an in depth knowledge of Problem Management processes in a dynamic cloud service environment

  • ITIL foundation certified, preferred v3 or v4

  • Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to:

  • Incident management, problem management, organizational change, configuration management, knowledge management, availability management, continuous improvements, service reporting and critical metrics

  • Extensive background in measurement of IT, services, work and inputs

  • Experience in support and maintenance roles

Keys to Success in this Role:

  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease

  • Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and demonstrate multi-functional partnerships within and outside of the organization and use influential leadership

  • Ability to influence others at all levels of an organization with proven leadership skills

  • Ability to communicate effectively to team members on regular basis

  • Ability to work multi-functional areas to drive continuous improvement

  • Ability to use data driven techniques to analyze and interpret data

  • Outstanding communication skills, both written and verbal, and very good interpersonal skills

Current Freddie Mac employees please apply through the internal career site.

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.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit and register with our referral code: MAC.

Time-type:Full time

Job Category:Information Technology

FLSA Status:Exempt

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