FICO Falcon Support lead

About the role

As a Falcon Support Lead, you will make an impact by overseeing the technical delivery of Falcon-based solutions, ensuring system architecture, integration, and performance align with business requirements and best practices. You will be a valued member of the the Risk and Compliance team and work collaboratively with the Risk and Compliance leaders.

In this role, you will:

Handle and resolve high-priority incidents related to the Falcon product.

Respond to and fulfil service requests from internal and external stakeholders.

Conduct thorough root cause analysis to identify and resolve recurring issues.

Develop and maintain scripts to automate support tasks and improve efficiency.

Implement configuration changes to optimize product performance and functionality.

Collaborate with cross-functional teams to ensure timely resolution of issues.

Maintain detailed documentation of incidents, service requests, and resolutions.

Participate in shift rotations including morning/regular/evening shifts.

Provide on-call support during weekends as part of a scheduled rotation.

Work model:

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Houston, TX. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered:

8-12 years’ experience of handling complex incidents, fulfilling service requests, performing root cause analysis, and implementing configuration changes and scripting solutions for the Falcon product.

Proven experience in L3 technical support or a similar role.

Strong understanding of incident management and service request processes.

Proficiency in configuring and troubleshooting Falcon configurations/rules.

Willingness to work flexible hours including weekends. Join our team and contribute to delivering exceptional support and continuous improvement for the Falcon product.

These will help you stand out:

Experience with configuration management and troubleshooting complex systems.

Excellent analytical and problem-solving skills.

Strong communication and interpersonal skills.

Ability to work independently and in a team-oriented environment.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Salary and Other Compensation:

Applications will be accepted until August 31, 2025

The annual salary for this position is between $100,00 - $ 150,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.