Kfir Halak Email & Phone Number

Tel Aviv, Israel

Cybersecurity Support Group LeaderDynamic leader driving the development and operation of a high-performance cybersecurity support center from the ground up. Proven track record in establishing and managing efficient support processes, ensuring timely resolution of complex cybersecurity issues. Skilled in setting and achieving ambitious KPIs and SLAs while maintaining solid relationships with key stakeholders.Key Responsibilities:Team Building: Recruited, trained, and mentored a dedicated team of cybersecurity experts.Operational Excellence: Implemented robust support processes, including incident response, vulnerability management, and threat intelligence.Performance Management: Established and monitored key performance indicators (KPIs) and service level agreements (SLAs) to ensure optimal service delivery.Stakeholder Communication: Provided regular updates and reports to management and stakeholders, highlighting team achievements and addressing cybersecurity risks.Process Improvement: Developed and implemented standardized work procedures to streamline operations and enhance efficiency.Customer Support: Provided expert guidance and support to clients, addressing various cybersecurity challenges and risks.

Herzliya Area, Israel

SaaS Production Operations Group ManagerExperienced leader overseeing the production operations of multiple SaaS environments for enterprise customers. Dedicated to ensuring 24/7 uptime and exceptional customer satisfaction.Key responsibilities include:Production Support: Managing incident resolution, change management, and escalation processes.Process Optimization: Defining and refining support processes to enhance efficiency and customer experience.Team Leadership: Mentoring and motivating a team of production support engineers.Cross-Functional Collaboration: Fostering strong partnerships with marketing, sales, R&D, infrastructure, and DBA teams to deliver integrated solutions.Proven track record in driving operational excellence and delivering high-quality SaaS services to demanding customers.

Project/Account Manager at Traffilog.• Handling full project lifecycle: marketing requirements, planning, implementation, final release to customer.• International customer support for Accounts, including pre- and post-sales, training.• Working with Distributors in overseas sites (Europe, Australia, USA, Brasil, Russia).• Managing challenging overseas projects and missions. • Technical integration with customers, distributors and partners. • Onboarding of new accounts and supporting existing accounts. Doing successful POC and Pilots.• providing training and support to the distributes - Training of new distributes.

support manager of Traffilog.Management and operations of the technical support center/telephone/face to face. Escalation point for Tier 1 & Tier 2 teams, writing Documents and Manuals.Manage a local and International Technical Support/Customer team of 8 members, Interfacing with company R&D to ensure prompt, positive and complete service.Implemented policies and call process flows.

Israel

Trading and Back Office roles – clearing positions, managing accounts etc.Care management and regular contact with clients to maintain long term relationships. Trained Customers (Brokers/Clearing houses & Vendors) on all Strategy Runner applications. Management and operations of the technical support center / telephone / face to face. Escalation point for tier 1 & 2 teams, post sales engineer.

Israel

Manager of the support team (5 workers, 1 overseas).IT & System/network Administrator of the Strategy Runner company.Management and operations of the technical/customer support center / telephone / face to face. Escalation point for tier 1 & 2 teams, post sales engineer.Knowledge Management.• Responsible for the management and direction of technical IT & Customer support team. Managing a group of 5 people – hired & trained internal support staff, Developed role which raised the level of customer support service and operations.• Customer care management and regular contact with clients to maintain long term relationships. • Managing servers in hosting sites (ServerCentral, Rackspace, Amazon). • Post sales engineer, sorted installation problems & trained customers (go to meeting) on all Strategy Runner applications and software. • Monitor & Support of over 70 Production servers and 10~ QA and R&D servers, editing scripts in AutoIt, Batchfiles. Also working with XML files.• IT Manager for the whole company needs, network, phones, licenses, suppliers etc• Task management with internal and external factors of the organization.• Trading and Back Office roles – clearing positions, managing accounts etc.

Israel

IT & System/network Administrator.Provided rapid response to problems in the field.

IT & System/network Administrator.

Ba, Tourism Management.

Executive Mba, Business Administration And Management, General