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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Incident Management processes, including RCA and Problem Management, while effectively communicating with customers and technical teams to enhance incident handling and recovery. Proficient in cloud infrastructure management and skilled in monitoring, troubleshooting, and SQL.
Highest-signal resume keywords
Incident ManagementRCA ReportingCloud Infrastructure ManagementITIL ProcessesCustomer-Facing Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
MonitoringTroubleshootingLog ReadingSQLIncident Management Protocols
Soft Skills
Excellent Written CommunicationExcellent Spoken CommunicationMatrix Management Skills
Certifications & Qualifications
ITIL Certification
Industry Keywords
SaaS OrganizationCustomer Service PrinciplesProduction Incidents
Tech Stack
Tools & technologiesCloudSQL
About the role
Key responsibilities & impact- Own and lead the Incident Management process at BioCatch
- Work continuously with the Tech Support group and its interfaces to ensure flawless incident management handling and recovery
- Maintain Incident Management protocols and documentation
- Produce customer-facing formal RCA reports based on internal reports and technical information
- Participate in the Incident Manager on-call duty and orchestrate incident handling in Production
- Review SLA data and produce monthly and quarterly SLA reports
- Serve as an infrastructure liaison for the Operations group
- Enrich tutorial documents to improve incident investigation and recovery efficiency
- Work closely with developers and technical teams to solve detected problems and improve the product and infrastructure
- Communicate with and follow up with customers about committed improvements and fixes from RCA conclusions
- Attend war room meetings and retrospectives
Requirements
What you’ll need- 2+ years of experience managing Production incidents in a SaaS organization
- Familiarity with ITIL processes, especially Incident Management, RCA, and Problem Management
- A relevant technological, scientific, or engineering degree
- Technical skills and knowledge, including monitoring, troubleshooting, log reading, and SQL
- 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
Benefits
Comp & perks- Full-time employment
- Remote/hybrid work arrangement (Remote Israel - TLV Hybrid)
- Incident Manager on-call duty participation