FICO (NYSE : FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions.
Join our world-class team today and fulfill your career potential!
Come join our product support operations team in a hands-on technical role where you’ll be involved in the end-to-end platform support.
This role provides the opportunity to develop a deep understanding of a product, which is used widely in the world by all major financial institutes for fraud detection, collection and customer communication - Manager, Technology Support Operations
What You’ll Contribute
Diagnose, prioritize, troubleshoot and resolve incidents; route / assign tickets if necessary.
Log all contacts and document all the activities and results within the incident management tool.
Prioritize incident tickets and document all pertinent end user identification information.
Perform hands-on fixes for the product.
Support users experiencing difficulties with audio / video carts, or network connectivity escalating issues when required.
Assists the department of Information Technology with the day-to-day functions.
Uses the breadth & depth of technical knowledge to solve complex problems.
Adhere to established Service Levels Agreements and follow-up on the ticket in a timely manner.
Rapid troubleshooting of hardware and software issue escalations.
Root cause analysis in problem solving.
Generate and process trouble tickets and participate in the Change Management process.
Assist with process development and improvement to include technical documentation.
What We’re Seeking
Diploma or university degree in Computer Science.
Proven track record in hardware, software, and network troubleshooting in a Linux environment preferred; RHSA / RHCE certification a plus.
Proficiency in Linux O / S.
Awareness of basic networking concepts, DHCP, DNS, TCP / IP, VPN and technologies.
Knowledge on ITIL Framework and Terminologies.
Knowledge on AWS and other open sources tools like salt, puppet, ansible, etc.
Ability to work independently, on multiple concurrent projects and tasks, and in a fast-paced environment.
Ability to work in 24 / 7 shift environment.
Our Offer to You
A culture and work environment strongly reflecting our core values : Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
The opportunity to make a difference by leveraging your unique strengths.
Highly competitive compensation and rewards.
Flexible work options, opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.
Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today Big Data analytics.
You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.
FICO makes a real difference in the way businesses operate worldwide :
Credit Scoring 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
Fraud Detection and Security 2.6+ billion payment cards globally are protected by FICO fraud systems.
Lending 3 / 4 of US mortgages are approved using the FICO Score.
Anti-Money Laundering our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue.
We support many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.
Our success is dependent on really talented people just like you who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment.
We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!