Operations Specialist

3 min read

About Katabat

Founded in 2006, Katabat is headquartered in Wilmington, Delaware with offices in London and Sydney.  Serving consumer lenders globally, Katabat delivers automated, customer experience management (CXM) solutions that help our clients operate more efficiently, seamlessly, and profitably across the full credit lifecycle.

With substantial growth and transformation expected over the next several years, the company is looking to recruit a qualified Technical Account Manager. We’re looking for a highly organized and efficient professional who can wear multiple hats throughout the workday while prioritizing the most important tasks on his or her list

The Katabat work environment is quite dynamic and fast paced, but always exciting. We have assembled an insider team of industry thought leaders, cutting edge strategists, and “get it done” software specialists chosen for category intelligence, proven expertise, and breakthrough thinking. If you are interested in becoming part of this team dynamic, please inquire within.

Why make a career move to Katabat

If you have always wanted to be an entrepreneur who builds a successful business, Katabat is ready for you. This is your opportunity to be part of a successful SaaS firm that is at a significant inflection point in its growth trajectory.

You will enjoy the freedom and rewards of winning in an entrepreneurial culture with a group of sales leaders, software developers and product managers who are respected industry experts.

Position Summary

The Operations Specialist is responsible for managing technical aspects for Katabat’s relationships with clients. This role includes both strategic short- and long-term plans and projects. The Operations Specialist establishes relationships with clients on various levels to obtain knowledge about their business. The Operations Specialist must be able to learn and describe technical solutions to non-technical people.

The Operations Specialist works closely across the Operations, Delivery and Technical teams to achieve high degrees of client satisfaction.

Specific responsibilities include:

  • Manage file alerts by adding/editing alerts in the Proactive Monitoring system. Triage and handle file issues.
  • Conduct periodic weekly audit reviews of the Proactive Monitoring system.
  • Manage Infrastructure Change Management:
  • Participate in Implementation Planning with Technical and Information Security Teams
  • Schedule internal maintenance updates with Technical Teams and impacted clients
  • Send notifications to all clients impacted
  • Coordinate pre- and post-verification testing (PVT) checkouts
  • Manage change tickets
  • Monitor and manage certificates and key expirations by working with clients, vendors and internal teams to ensure changes are made before expiration dates.
  • Manage and update on-call software system for coverage throughout the year.
  • Monitor and manage Site Monitoring System to add/edit URLs and pull reports as needed.
  • Manage Ops shared mailbox, add/edit Outlook rules and folders to ensure all production and testing email alerts are being captured in correct folders.
  • Complete Operations Readiness Checklist to ensure operations readiness on client launch dates. Assign tasks to Technical Account Managers (TAMS) and Deployment teams as needed.
  • Gather/calculate month-end billing information for Finance Team.
  • Update and create wiki information in Production Support Knowledgebase. Assist TAMS in updating client-facing wikis.
  • Provide backup coverage for TAMS during high peak periods and as needed.
  • Handle client Holiday File exceptions to ensure tickets are created and to ensure cron changes are in place for impacted clients.
  • Assume weekend on-call responsibilities approximately every six weeks or as needed. Provide coverage for team members.

Requirements

  • Experience of working in a customer support role is a plus.
  • Working knowledge of software development practices and technologies is a plus.
  • Ability to learn and grasp technical concepts.
  • Excellent written and spoken communication skills.
  • Convert goals into plans.
  • Manage schedules and timelines.
  • Highly motivated self-starter.
  • Work effectively under deadlines and pressure.
  • Juggle multiple tasks.
  • Work effectively under deadlines and pressure.
  • Actively represent the client in all matters.

Education/Experience

  • Bachelor’s degree preferred, in Business, Computer Science, or related field; 2yr degree in Math, Science, Computer Science or Technical field minimum

To apply, send your resume and cover letter to careers@katabat.com OR apply on the form below.