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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 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 Information submitted with your application is subject to the FICO Privacy policy at