Service Operations Specialist (SaaS)

Location: Israel - TLV; hybrid workplace

Company

hirify.global develops behavioral biometrics technology that uses machine learning to analyze digital behavior for fraud prevention, identity protection, and digital transformation.

What you will do

• Own and lead the Incident Management process, including on-call participation and production incident orchestration.
• Coordinate with Technical Support, developers, and technical teams to manage incidents, recovery, fixes, and product or infrastructure improvements.
• Maintain Incident Management protocols, documentation, and tutorial materials.
• Produce customer-facing RCA reports from internal reports and technical information, and communicate improvement and fix progress to customers.
• Review SLA data and prepare monthly and quarterly SLA reports.
• Act as an infrastructure liaison, attend war room meetings, and participate in retrospectives.

Requirements

• 2+ years of experience managing production incidents in a SaaS organization.
• Familiarity with ITIL processes, especially Incident Management, RCA, and Problem Management.
• Relevant technological, scientific, or engineering degree.
• Technical skills in monitoring, troubleshooting, log reading, SQL, and related areas.
• Cloud infrastructure management or maintenance experience.
• Customer-facing skills and knowledge of customer service principles and practices.
• Matrix management skills.
• Excellent written and spoken English.

Nice to have

• ITIL certification.

Culture & Benefits

• Hybrid work in TLV.
• Participation in Incident Manager on-call duty.
• Collaboration with Operations, Technical Support, developers, infrastructure teams, and customers.