Senior Director of Solution Support

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

"As a Solution Support Leader, you will manage the global Solution Support function, servicing internal and external clients, covering a diverse product portfolio. The Solution Support Group is a global team responsible for providing 24x7 upgrade support of the company's Cloud, SaaS, ASP and hosted solutions. You will collaborate with IT, Operations, Professional Services, Sales, Presales, Legal, Customer Relationship, Product Development and Product Management teams."– VP, Global Customer Support

What You'll Contribute

• Take full ownership and act as an ambassador for the global Solution Support function.
• Manage the operations and stability of the environment, in accordance with established procedures and best practices, while contributing to continuous improvement within those processes and procedures.
• Act as the global point of escalation of any issues raised by external clients or internal teams, and ensure these are resolved in a timely fashion.
• Host global meetings, ensuring information is shared to all resources and stakeholders.
• Meet clients to report on incident situations at senior / exec level where there are escalations.
• Undertake all contract negotiations relating to Solution Support, co-operating with sales and legal teams, ensuring that standard FICO processes, support capabilities and Service Levels are catered for, covering Cloud deployments.
• Understand commercial and relationship impacts to FICO and clients when dealing escalations or issues.
• Align team priorities based on FICO business needs, consulting with individual Product Line support managers.

What We're Seeking

• Experienced in a Customer Support role, or in a client facing role for the delivery of complex IT or business solutions.
• Highly effective written and verbal communication skills, and ability to communicate at C-level.
• Ability to collaborate with other teams in a professional manner, while building relationships internally and externally with clients or FICO partners.
• Strong management skills, ability to prioritize, plan, organize and control the resolution of issues, within a fact pace environment.
• Ability to multitask and manage multiple situations simultaneously across the Solution Support space.
• Ability to pre-emptively manage situations where client satisfaction may be compromised and take decisive mitigating action.
• Expertise of financial systems in the customer lifecycle space.
• Advanced RedHat Enterprise Linux (RHEL) experience.
• Skilled at web technologies (JBoss, Tomcat, Apache HTTP Server, OpenAM). Outsystems a plus.
• Expert in cloud computing platforms (AWS) and automation/container management (Kubernetes, etc.).
• Proficient in relational database systems – MySQL, SQL Server 2005/2008/2012, Oracle 11 and Oracle RAC.
• Working knowledge of LDAP design, implementation, and networking.
• Knowledge and experience administering multi-platform operating system environments (Windows and LINUX).
• Working knowledge of Storage Management Solutions (SAN, NAS, etc).
• Working knowledge of networking systems and protocols, firewalls and TCP/IP networks, standards, and architectures. Firsthand knowledge of load balancers and firewalls desired.

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.

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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

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.

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