Corporate IT Operations - Associate Manager

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 an Associate Manager, you will be reporting to a manager & will be leading a team of Engineers who are motivated to deliver best in class customer service within a fast paced and complex environment. As a member of this world class team you will be the point of contact for your team members for any escalations on technical issues affecting FICO employees and infrastructure” - Vice President, Corporate Technology Services

What You’ll Contribute

You will be a responsible for managing a customer focused, client facing 24 / 7 operations function.

You will have a clear vision of delivering operational excellence and understand the importance of process, procedure and documentation.

You will manage staff availability ensuring a consistent level of coverage 24x7x365 for all shift, managing holidays, vacations and training requirements.

You will be responsible to ensure the workload is prioritized and completed as required.

The role requires a strong leader who will drive operational excellence through the enforcement of a consistent process and procedure, delivering a consistent and robust support experience to customers.

You will ensure that issues are addressed and SLAs are met.

What We’re Seeking

Ideal candidates should have an excellent understanding of computers (both hardware and software), people management skills and a demonstrated willingness to learn and apply new technology.

Strong analytical skills with demonstrated problem solving ability & team management.

You should have experience of managing 8 plus staff in a shift working environment along with training, developing people towards building a strong technical team.

The role requires strong staff management skills to manage level 1 and level 2 support staff.

Prior Work experience in service desk and knowledge of ticketing tools like, Service Now, RSA, Incident Management, Change Management.

Proven communications skills (verbal and written).

Experience in managing service desk environment support end users.

Awareness of basic networking concepts, DHCP, DNS, TCP / IP, VPN and technologies.

Open to working in a 24x7 environment with rotating shifts and rotating week offs.

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.