Job Title: Senior Service Owner - Customer Digital Platforms

Department: CIBD2

Role Overview

The IT Service Owner is responsible for the end-to-end operation, support, governance, and continuous improvement Customer Portal platform built on Microsoft technologies including Power Pages, Power Automate, Dataverse, Azure, and Entra ID. The role acts as the primary IT contact for the service, ensuring operational stability, vendor management, SLA compliance, and effective coordination across business and IT teams.

Key Responsibilities

Own the Customer Portal service lifecycle and operational governance.

Coordinate Incident, Problem, Change, and Release Management activities.

Provide and coordinate Level 2 support, troubleshooting, and escalation management.

Manage relationships with external vendors and monitor SLA/KPI performance.

Coordinate releases, deployments, and environment management activities.

Govern Power Platform environments, security, and compliance requirements.

Coordinate with Azure, Network, Security, Entra ID, and application support teams.

Monitor service performance and drive continuous improvement initiatives.

Act as the primary IT contact for business stakeholders.

Leadership & Mentorship

Lead cross-functional support activities across internal teams and external partners.

Promote operational excellence, knowledge sharing, and continuous improvement.

Drive accountability for service quality and customer satisfaction.





Qualifications & Experience

5+ years of experience in IT Service Management, Application Support, Service Ownership, or Operations.

Experience supporting business-critical applications and customer-facing platforms.

Experience managing vendors and working within ITIL-based support models.

Solid stakeholder management and communication skills.

Core Requirements

End-to-end service ownership mindset.

Experience with incident, problem, change, and release management.

Vendor and SLA management experience.

Strong analytical, troubleshooting, and coordination skills.

Ability to manage escalations and work across global teams.

Technical Skills

Microsoft Power Platform (Power Pages, Power Automate, Dataverse)

Microsoft Azure Services

Microsoft Entra ID

MAHLE internal restricted (CL2)

API and integration concepts

ITSM tools (BMC Helix, Jira, or similar)

DevOps / CI-CD concepts

Monitoring and operational support processes

Educational Background

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

Additional Skills & Preferred Qualifications

ITIL Foundation certification.

Lean Six Sigma certification

Microsoft Power Platform and/or Azure certifications.

Experience with customer portals or B2B digital platforms.

Experience working with global support organizations.

Manufacturing or automotive industry experience preferred.

📌 Senior Service Owner - Customer Digital Platforms (Pune)
🏢 Meera HR Verticals
📍 Pune