Technical Service Lifecycle Manager

2 weeks ago

Pune, India _VOIS Full time

Experience - 6 to 9


Must Have Skills:


Customer advocate – Continuously identifies opportunities to improve the customer experience (using the service, creating views from passive probes)

Service Ownership - Management SLAs, notification and escalation processes. Single Point of Contact for service clarifications

Leadership – Ability to drive collaboration of cross-functional teams, ensuring a end to end „service mentality“ through the entire delivery chain.

Business View – Continuously seek for optimization opportunities throughout the value chain (e.g. Process optimization, synergies with other propositions,..)

Able to look for issues from the reporting tools themselves, create meaningful dashboards to reflect service quality for the various service stakeholders.

Vendor Management – Service and SLA / OLA Design with Partners & contract mgmt.

Knowledgeable of Agile methodologies. Excellent skills required to defend the implementation of non-functional requirements user stories.

Good technical understanding of the technologies used to build our products and services

Excellent knowledge of service architecture dependencies, Good understanding in incident management

Process skills : ITIL Processes, CSI/CMM processes, Agile/SCRUM, Requirements Definition & Analytical Troubleshooting & Understanding

Technical skills : Jira, Confluence, Remedy etc.

Analytics Tools : (Splunk), Instana & Usage

Excellent Communication / stakeholder management, Quality and customer focused, Cross-cultural experience

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