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Support and Tools – Incident Management – Associate-113242

Fannie Mae

This is a Full-time position in Chantilly, VA posted October 14, 2021.

Company Description

At 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 nation’s 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.

Job Description

As a valued colleague on our team, you will determine incident response plans, policies, and procedures for Fannie Mae with direction from management, as well as coordinate with stakeholders in preparation for, and response to, incidents.
The Support and Tools
– Incident Management
– 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 responsibilities:
Remain aware of changes to incident response guidelines and current events.

Under the guidance of more experienced staff, create and continuously update incident response plans, policies, and procedures.

React to incidents in real-time, proactively look for hardware, software, and environmental alerts or malfunctions, as well as work with more experienced colleagues and other technical teams for resolution and articulate routine troubleshooting steps effectively.

Support the coordination of internal incident response teams and lead required technical follow-up calls for high profile incidents.

Collaborate with external stakeholders to mitigate incidents and follow protocols.



Desired Experiences
Bachelor degree or equivalent
Experience in using and maintaining password management software such as Duo, IAG NuID, and/or Ping Identity
Skilled in cloud technologies and cloud computing
Experience in the process of analyzing data to identify trends or relationships to inform conclusions about the data
Skilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as Crystal Reports, Excel, or SSRS
Expertise in service management concepts for networks and related standards such as ITIL practices or SDLC
Determining causes of operating errors and taking corrective action
The group of skills related to Operational Excellence including improving and overseeing operations
The group of skills related to Communication including communicating in writing or verbally, copywriting, planning and distributing communication, etc.
Working with people with different functional expertise respectfully and cooperatively to work toward a common goal.

Basic knowledge of IT Incident Management

Basic end user triage experience

2 years of experience handling incidents and issues in a 24/7 production environment

2 years of working experience or knowledge with different IT infrastructure components such as Unix/Linux servers, Wintel servers, network and other infrastructure components.

Hands on experience with Service-Now or other ticketing tools

Experience using Outlook, Excel, SharePoint and collaboration tools such as Cisco Jabber and MS Teams

Experience and confidence working with all levels of management; excellent written and verbal skills

Ability to multitask during concurrent events.

Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently


Skilled in Excel
Experience using VMWare
Experience using JIRA
Skilled in Amazon Web Services (AWS) offerings, development, and networking platforms
Skilled in ServiceNow to manage digital workflows
Skilled in SQL
Skilled in VPN software and encrypting data



Additional Information



The future is what you make it to be.

Discover compelling opportunities at
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