Service Operations Specialist

Description BioCatch is the leader in Behavioral Biometrics, a technology that leverages machine learning to analyze an online user’s physical and cognitive digital behavior to protect individuals online. BioCatch’s mission is to unlock the power of behavior and deliver actionable insights to create a digital world where identity, trust and ease seamlessly co-exist. Today, BioCatch counts over 35 of the top 100 global banks as customers who use BioCatch solutions to fight fraud, drive digital transformation, and accelerate business growth. BioCatch’s Client Innovation Board, an industry-led initiative including American Express, Barclays, Citi Ventures, and National Australia Bank, helps BioCatch to identify creative and cutting-edge ways to leverage the unique attributes of behavior for fraud prevention. With over a decade of analyzing data, more than 80 registered patents, and unparalleled experience, BioCatch continues to innovate to solve tomorrow’s problems. For more information, please visit www.biocatch.com. Come join the dynamic BioCatch Operations group and play a key role in facilitating and managing our most crucial service-related processes. Let your skill shine and be part of a team that ensures BioCatch’s service continuity while delivering a seamless top-class service to our valued customers. What You’ll Do: • Own and lead the Incident Management process at BioCatch. • Work continuously with our Tech Support group and all its interfaces to obtain flawless incident management handling and recovery. • Maintain the Incident Management protocols and documentation • Produce customer-facing formal RCA reports based on internal reports and technical information • Take part in the Incident Manager on-call duty, and orchestrate incidents’ handling in Production • Review SLA data and produce monthly and quarterly SLA reports • Serve as an infrastructure liaison of the Operations group • Enrich our tutorial documents, to nurture increased efficiency of incidents’ investigation and recovery. • Work closely and follow up with our developers and technical teams to solve detected problems and improve our product and infrastructure. • Communicate and follow up with our customers about the progress of committed improvements and fixes as part of the RCA conclusions. • Attend war room meetings and retro. Requirements • 2+ years of experience managing Production incidents in a SaaS organization • ITIL processes familiarity, especially Incident Management, RCA, and Problem Management • A relevant technological, scientific, or engineering degree • Technical skills and knowledge (monitoring, troubleshooting, log reading, SQL, etc.). • Customer-facing skills. • Cloud infrastructure management or maintenance experience • Excellent written and spoken English level • Matrix management skills • Knowledge of customer service principles and practices • ITIL certification – an advantage.