Application Support Lead

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 act as team lead to identify operational issues by observing and studying system functioning and performance results, investigate complaints and suggestions, as well as interview process supervisors and operators, and complete troubleshooting procedures.

The Application Support Lead 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:
  • Identify and lead the execution of operational priorities by assessing operational objectives and coordinating interrelated teams and systems.
  • Develop operational solutions by defining, studying, estimating, and screening alternative solutions, calculating costs, and determining the impact on the total system.
  • Improve operational quality results by studying, evaluating, and recommending very complex process re-designs that require coordination across several teams, systems, and products, as well as lead implementation efforts.
  • Lead research and analysis, as well as translate results into actionable information and opinion to inform unit design and modification teams.



Minimum Required Experiences
  • 6+ years

Desired Experiences
  • Bachelor degree or equivalent


Hands-on experience in incident management and operational support for complex critical applications in production environment.
Expertise in process enhancement, service improvement, and operational excellence for application support.
Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
Skilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as MyServices, Moogsoft, Tableau or Excel.
Skilled in creating operational metrics/reports and driving enhancement/improvement based on the metrics.
Adept at managing project plans, resources, and people to ensure successful project completion.
Skilled in cloud technologies and cloud computing
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
Expertise in service management concepts for databases, middleware, application support, and related standards such as ITIL practices or SDLC
Skilled in leading a large team of 20+ members and managing shifts to provide 24x7 production support.
Capacity to drive hands-on technical engagements with developers or L2/L3 tiers and create knowledge articles for routine operations.


Skilled in Amazon Web Services (AWS) offerings, development, and networking platforms
Skilled in Incident Management
Skilled in using Dynatrace
Skilled in using UNIX
Skilled in MyServices
Skilled in Moogsoft for ITOps
Skilled in Splunk ITSI
Skilled in using Linux
Skilled in Java

Additional Information

Job RED ID: REF6675M

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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