Service Operations Specialist
Core
Lead incident management and service continuity for BioCatch's behavioral biometrics platform, ensuring seamless service delivery to global banking customers.
Role type
Senior IC Service Operations Specialist (Incident Management)
Builds
Incident management processes, RCA reports, SLA compliance, and service continuity for fraud prevention solutions.
Domain
Cybersecurity / Behavioral Biometrics / Financial Services
Deliverable
production ML models
Required skills
Incident management, RCA, Problem Management, ITIL processes, SQL, log reading, monitoring, troubleshooting, cloud infrastructure management, matrix management, customer communication.
Preferred skills
ITIL certification, cloud infrastructure maintenance experience.
Technologies
SQL, cloud infrastructure, monitoring tools, log analysis platforms.
Responsibilities
Own and lead the Incident Management process; orchestrate incident handling in Production; produce customer-facing formal RCA reports; review SLA data and produce monthly/quarterly reports; serve as infrastructure liaison; enrich tutorial documents; follow up with developers and technical teams to solve problems; communicate with customers about progress of fixes.
Seniority
Mid-level, hands-on IC
