Application Support Analyst Lead

Job Description

THE COMPANY


Fannie Mae provides reliable, large-scale access to affordable mortgage credit in communities across our nation. We are the leading source of funding for housing in America, which means more people can buy or rent a home. We are focused on sustaining the housing recovery, improving our company, and leading change to make housing better.
Join our diverse, high-performing team and make a difference as we work together to enable access to a good home.
For more information about Fannie Mae, visit www.fanniemae.com/progress.


JOB INFORMATION


Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.


KEY JOB FUNCTIONS

•Provide production support or technical support to users of a customized or proprietary application. May act as lead.
•Allocate work to staff, plan, communicate, evaluate and manage performance by staff. Assess needs for technical development of staff and provide formal or informal training opportunities to staff.
•Confer with management of client groups using application(s) supported by group and assess uptime, productive use of application, and needs for further development or enhancements to make application more useful.
•Plan and conduct regular or periodic meetings of staff responsible for maintaining applications in production to assess issues or bugs and plan strategy for addressing them.
•Plan, contribute to, or conduct projects for testing software enhancement, developing requirements for system enhancement, revision or development of application, or related projects.




EDUCATION


Education Level Required


Bachelor Degree or Equivalent


Area of Study Preferred


Business or Computer Science


MINIMUM EXPERIENCE


6-8 years of related experience


SPECIALIZED KNOWLEDGE & SKILLS


Required:


•AWS certified and strong working experience with AWS
•Working experience with a wide variety of monitoring and data/log analysis tools such as Splunk, Extrahop, Dynatrace, Netcool suite, Catchpoint among others.
•Proven methodical approach to problem identification, problem solving and resolution.
•Must have experience interacting with direct customers and collaborating cross functionally with different Business Units
•6+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, load balancers, web logic, LDAP, Databases, Enterprise monitoring and access management solutions for single sign on.
•6+ years of working experience with applications in a production support environment using above technologies. Management and troubleshooting of Middleware products on UNIX and Linux environments.
•Experience with one of the following Scripting Languages such as Shell, Perl, Bash, or Python.


Desired:


•Site Reliability Engineer experience


EMPLOYMENT


As a condition of employment with Fannie Mae, any successful job applicant will be required to successfully complete a background investigation.


Fannie Mae is an Equal Opportunity Employer.

Req ID: 58151