• US Citizen

• Green Card

• EAD (OPT/CPT/GC/H4)

• H1B Work Permit

• Corp-Corp

• W2-Permanent

• W2-Contract

• Contract to Hire

• Consulting/Contract

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 5th Mar 2025

•    Provide support for complex or specialized application or infrastructure tasks, incidents, changes and requests
•    Provide support for complex or specialized application or infrastructure tasks, incidents, changes and requests.
•    Good communication skills (oral and written) • Attention to detail • Ability to multi-task • Knowledge and use of ticketing systems • Knowledge with: - Unix/Linux - Cloud services (Amazon) • Proficiency in running incident calls with up to 25 people. • Managing incident data using tools like SharePoint, Confluence. • Experience in managing Helpline numbers. • Experience troubleshooting and managing triage calls with cross-functional teams. • Use of Office products including Excel, Word, Outlook)
•    Performs and manages production support tasks and activities which requires IT expertise and knowledge of business processes, general application and infrastructure support.
•    Manage and triage and resolve incidents utilizing knowledge articles as well as prior knowledge and experience with the systems
•    Executing changes based on change information or knowledge base instructions
•    Responding to IT service request according to written instructions but may also rely on their experience to resolve issues.
•    Monitor and execute production processing per requests or runbooks.
•    Perform eyes on glass monitoring of systems and applications and proactively look for alerts or potential issues.
•    Responsible for communicating, coordinating and working with other groups and ensuring the availability of the production environment.
•    Manage troubleshooting calls with cross functional teams
•    Lead and manage triage efforts for incidents that have potential for business impact, including performing analysis of other activities in the environment that could be causing the issue, troubleshoot the systems using tools, dashboards and command line
•    Eyes on glass monitoring of monitoring system, email and MS-Teams Chats. - Ownership and use of the MS-Teams conference lines for triage and follow up calls.
•    Engage and escalate as necessary to ensure the proper resources are on the triage calls to expedite recovery and minimize impact to Fannie Mae external customers and internal users. - Inform management throughout the triage process of progress, issues and business impacts
Top 3 must have skills:
•    Use of tools such as xMatters, Everbridge and direct phone calls as needed
•    Use of Office products including Excel, Word, Outlook).
•    On call 24X7 Primary support.