FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
“The TDO role is unique at FICO – working in a team of 12 individual contributors, the TDO covers a 24/7 work pattern, and is the DeFacto shift lead for cloud-based operations. The TDO supervises the run–time environments of all our cloud customers, be they in FICO’s private cloud (FICO Analytic Cloud – FAC) or public cloud (AWS). The TDO will be sensitive to all alerts and incidents generated within FICO’s complex and interrelated environments. They will closely watch planned and unplanned changes to ensure that they’re carried out correctly and without issue.
Primarily though, the TDO will lead multi-disciplinary teams during significant customer impacting incidents – major incidents (MIMs). The TDOs will run bridge calls, assemble expertise, drive incidents aggressively to resolution and produce Post Incident Reports and Root Cause Analysis documents. TDOs are also the primary Problem Managers within FICO – fluency in Incident, Problem and Change management is a crucial attribute for the candidate.” Technical Duty Officer-Sr Director

What You’ll Contribute

• Ownership. TDOs act as owners of cloud-services runtime environments, investigating incidents and problems, looking for bad practice or errors, driving performance up and ensuring stability of customer services.
• Leadership. The TDO is first and foremost a leader in FICO. Incidents must be led. Problems must be led. There will be times when significantly impactful incidents will attract a cast of 100 people, including some of our most senior executives – all highly technical and knowledgeable. The TDO must still lead in these situations, despite the seniority of the audience.
• Broad technical awareness. The TDO is not necessarily a highly technical role. However, the expectation is that they will have a broad technical understanding of modern IT service environments. For example, understanding AWS ELBs or the TCP/IP protocols at a low level is not necessary. But awareness of these technologies, how they interact with up or downstream technologies is essential.

What We’re Seeking

• A leader of people. Someone who has demonstrated their ability to lead and inspire technical resources, someone who can motivate technical experts who are not contributing as they should be, someone who can get the best out of resources they’re working with. This role is one of an individual contributor – the TDOs do not have any direct staff. However, you will need to use your authority, charm and persuasion to engage with resources and get them working to your agenda – standing back up the customer’s service in the shortest time possible.
• Enterprise/C level communicator. Able to communicate effectively with all levels of FICO, from engineering staff to the CIO.
• Technical awareness. You’ll have to know how a modern technology organisation fits together. You’ll also need to have the experience to know when things don’t make sense – when technical scenarios just don’t “smell right”. You’ll need to be able to challenge senior technical resources to justify their analysis and decisions, in a compassionate and balanced way.
• This is an off-shift position, i.e. working week will be Friday-Tuesday inclusive.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

LI-MC1

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, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.

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 help 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!
Learn more about how you can fulfil your potential at
www.fico.com/Careers
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
Information submitted with your application is subject to the FICO Privacy policy at
https://www.fico.com/en/privacy-polic

Please refer the Job description for details