.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 OpportunityThe 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.What You'll ContributeOwnership: 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 SeekingA 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 organization fits together
