{"id":3587727,"url":"https://alion.io/job/biocatch-service-operations-specialist","title":"Service Operations Specialist","company":{"id":178269,"name":"BioCatch","domain":"biocatch.com","url":"https://alion.io/company/biocatch","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tel Aviv, Israel"],"countries":["IL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":95000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3421},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Machine Learning","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-01T14:25:05Z","employer_posted_date":"2026-11-01","last_verified_at":"2026-11-10T04:28:58Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Description\nBioCatch 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.\nCome 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.\nWhat You’ll Do:\nOwn and lead the Incident Management process at BioCatch. \nWork continuously with our Tech Support group and all its interfaces to obtain flawless incident management handling and recovery. \nMaintain the Incident Management protocols and documentation \nProduce customer-facing formal RCA reports based on internal reports and technical information \nTake part in the Incident Manager on-call duty, and orchestrate incidents’ handling in Production \nReview SLA data and produce monthly and quarterly SLA reports \nServe as an infrastructure liaison of the Operations group \nEnrich our tutorial documents, to nurture increased efficiency of incidents’ investigation and recovery. \nWork closely and follow up with our developers and technical teams to solve detected problems and improve our product and infrastructure. \nCommunicate and follow up with our customers about the progress of committed improvements and fixes as part of the RCA conclusions. \nAttend war room meetings and retro. \nRequirements\n2+ years of experience managing Production incidents in a SaaS organization \nITIL processes familiarity, especially Incident Management, RCA, and Problem Management \nA relevant technological, scientific, or engineering degree \nTechnical skills and knowledge (monitoring, troubleshooting, log reading, SQL, etc.). \nCustomer-facing skills. \nCloud infrastructure management or maintenance experience \nExcellent written and spoken English level \nMatrix management skills \nKnowledge of customer service principles and practices \nITIL certification - 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