Sr Director, Solution Support - Enterprise Software Platform Support

FICO•Bangalore Urban, Karnataka, India

fulltime

Information Technology and Customer Service

About the role

Position: Sr Director, Solution Support

Job Location: Bangalore

The Opportunity

Join FICO as our Sr Director of Solution Support and lead the transformation of how we deliver world-class support experiences for our entire Software portfolio of products and platform offerings. This is a unique opportunity to shape the future of solution support at a global leader in AI-driven decision management solutions, serving the world's most demanding enterprises.

In this role, you'll build and lead a high-performing support organization that serves as a strategic differentiator for FICO, ensuring our enterprise clients maximize the value of their investments while maintaining the highest levels of platform availability and performance. You'll work at the intersection of technical excellence and customer success, driving innovation in how we support mission-critical systems that power decisions affecting millions of people daily.

What You’ll Contribute

Strategic Leadership

Develop and execute a comprehensive support strategy that scales with FICO's growth while building C-level relationships at key enterprise accounts as a trusted advisor
Partner cross-functionally with Product, Engineering, Professional Services, Cyber Security, and Sales to influence roadmaps and drive continuous improvement initiatives based on customer insights
Position support as a strategic differentiator that enhances customer satisfaction, reduces resolution times, and drives platform adoption

Operational Excellence

Build and scale a world-class global support organization with optimized processes, KPIs, and SLAs that exceed enterprise services requirements
Implement predictive support models and AI-driven analytics to proactively address issues before customer impact
Oversee 24/7 mission-critical operations while driving automation and self-service capabilities to improve efficiency

Technical Leadership

Provide deep technical guidance on platform architecture, integration patterns, and enterprise deployment best practices
Lead root cause analysis for complex issues and collaborate with Engineering on permanent resolution strategies
Champion knowledge management and technical enablement initiatives across the organization

Incident Management & Business Continuity

Design robust incident management frameworks and lead crisis response during high-severity events to minimize business impact
Develop comprehensive business continuity plans ensuring uninterrupted support services during disasters or disruptions
Establish post-incident review processes that drive systemic improvements and prevent recurrence

Vendor and Third-Party Governance

Establish governance frameworks for managing third-party vendors and technology partners while ensuring compliance with security and quality standards
Negotiate strategic vendor relationships to augment support capabilities and optimize the vendor portfolio for cost, capability, and risk
Drive vendor performance management to maintain service excellence across all support channels

Business Impact

Own customer satisfaction metrics while driving initiatives to achieve industry-leading NPS scores
Create value-added support offerings that generate revenue opportunities and deepen customer relationships
Build executive-level partnerships with strategic accounts to ensure long-term success and growth

What We’re Seeking

Required Experience

Extensive executive-level leadership experience in technical support, with proven success leading large-scale global support organizations for enterprise software platforms
Deep expertise in supporting mission-critical systems at major organizations, with significant experience in enterprise platform architectures

Technical Expertise

Strong technical background with hands-on experience in platform technologies, APIs, enterprise integration patterns, modern support tools, and AI/ML applications in decision management
Comprehensive experience with regulatory compliance requirements to maintain security standards

Strategic Expertise

Proven ability to develop and execute multi-year strategic plans that align support capabilities with business objectives and position support as a competitive differentiator
Demonstrated track record of driving digital transformation, building strategic partnerships with key accounts, and identifying opportunities to enhance customer value

Operational Acumen

Excellence in operational planning, budgeting, and resource optimization across global teams with deep understanding of support metrics and continuous improvement methodologies
Proven ability to scale operations efficiently in high-volume environments while implementing automation and self-service capabilities

Leadership Capabilities

Exceptional ability to inspire and develop high-performing, diverse global teams with strong executive presence and influence across cross-functional stakeholders
Demonstrated success building inclusive teams and driving organizational change in complex, multi-time zone environments

Collaborative Style

Natural ability to build bridges across diverse teams, break down silos, and foster collaborative relationships between Support, Product, Engineering, PS, and Sales
Strong track record of creating a culture of knowledge sharing, cross-functional partnership, and leading through influence

Analytical Mindset

Advanced data-driven decision-making capabilities with expertise in support analytics, and building performance optimization frameworks
Ability to synthesize complex technical and business information into actionable insights that drive continuous improvement and innovation

Executive Communication

Outstanding communication skills with extensive experience presenting to C-suite executives and board-level audiences, crafting compelling narratives that connect technical details to business value
Strong crisis communication capabilities with proven success managing high-level escalations and securing stakeholder buy-in for strategic initiatives

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About FICO

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