• Product SupportEngineer II Jobs in Bangalore,India - 25690347

  • FICO
  • Save Job
  • 2 - 3 Years
  • Posted : above 1 month

Job Description:

What You ll Contribute

  • Tier - I product support for all clients

  • Manage the flow of customer s incidents via telephone, email or WebEx session to tier 2 support, IT operations, Development, Professional Services and manage end-to-end communication with clients based on agreed SLAs

  • Triage and escalate incidents in a timely manner according to standard operating procedures

  • Act as a liaison between engineering and consulting teams to resolve incidents

  • Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus with professional communication at all times

  • On-board customers to the support portal in real-time for assigned region

  • Exercise judgment within defined practices and procedures, provide status on progress and makes recommendations on process improvements

  • Manage work assignments, priorities, and schedules with input from senior specialists or direct manager

What We re Seeking

  • Bachelor s degree or equivalent

  • Knowledge of reading heap, thread dumps and databases trace files

  • Proficiency in tuning applications

  • Sound understanding in troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL

  • Ability to prioritize and manage multiple incidents

  • Excellent customer interaction skills

  • Knowledge/prior exposure to Incident/Problem Management Process knowledge eg managing and tracking requirements, design, etc

  • Proficiency in Object Oriented Design

  • Java programming preferred with exposure to Java and Web technologies J2EE framework, JSP, Servlets, MQ interfaces

  • Knowledge of XML (JAXP and JAXB), XSLT, Ajax and Webservices

  • Exposure in JSF, Spring, and Hibernate

  • Fluency in English

  • Willing to work in shifts to support clients 24*7

Our Offer to You

  • A culture and work environment strongly reflecting our core values Act Like an Owner, Delight Our Customers and Earn the Respect of Others

  • The opportunity to make a difference by leveraging your unique strengths

  • Highly competitive compensation and rewards

  • Opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave

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, predictive and prescriptive modeling, and much more

FICO makes a real difference in the way businesses operate worldwide

  • Credit Scoring 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world

  • Fraud Detection and Security 26+ billion payment cards globally are protected by FICO fraud systems

  • Lending 3/4 of US mortgages are approved using the FICO Score

  • Anti-Money Laundering our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing


Profile Summary:

Employment Type : Full Time
Industry : IT - Software
Salary : Not Disclosed
Deadline : 18th Jul 2020

Key Skills:

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