Open to opportunities

giovanna valle

@giovannavalle

Message

Technical Services Team Manager driving incident governance and SRE reliability for SaaS and healthcare platforms.

Italy

Message

What I'm looking for

I’m looking to lead technical services/incident management teams that value clear SLA/KPIs, strong escalation governance, and continuous post-incident learning—building reliability for complex SaaS or healthcare platforms.

I’m a Technical Operations and Incident Management leader with 10+ years of experience in production support, Site Reliability Engineering, and service reliability for SaaS and healthcare platforms. I’m currently a Technical Services Team Manager at Doctolib, where I lead multi-product teams and incident governance across two healthcare platforms.

I build and scale Technical Services organizations by defining SLA/KPI and escalation frameworks and then reinforcing reliability through structured post-incident reviews. At Doctolib, I reduced incident volume 69% (16 → 5/month), scaled people management from 3 to 6 engineers, and internalized 70% of hospital integration support previously outsourced to increase autonomy and reduce costs. I also define and monitor SLAs/KPIs (FTT, rejection rate, import time, NPS), consistently meeting or exceeding targets.

Before that, I served as a Senior Technical Services / Solutions Engineer, coordinating complex L2/L3 incident resolution with Engineering, DevOps, and Product, and I built a new 3-person Technical Services team following Doctolib’s Vettore Rinascimento acquisition. Earlier, as a Service & Release Manager at FacilityLive, I owned production incidents and releases across 10+ live projects with GO/NO-GO authority in continuous delivery, aligning monitoring, backup, and disaster recovery with ITIL standards. I bring strong operational rigor from my technical background—automation/performance testing, monitoring toolchains (Prometheus/Grafana/Datadog), and Google Cloud SRE certification (2024)—with a leadership style focused on clear communication and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Technical Services Team Manager

Current

Doctolib

Jan 2024 - Present (2 years 6 months)

People manager for 6 Technical Services engineers across two teams supporting Medical Center Software and GP & Patient App platforms. Own incident management governance, escalation framework, and operational continuity, and reduced incident volume 69% (16 → 5/month) through post-incident reviews and corrective action tracking.

Senior Technical Services Solutions

Doctolib

Dec 2021 - Jan 2024 (2 years 1 month)

Served as the primary escalation point for complex L2/L3 production incidents, coordinating resolution with Engineering, DevOps, and Product. Built and led a new 3-person Technical Services team for the Vettore Rinascimento product and improved escalation/support workflows, including interviews and onboarding.

Incident Escalation Incident resolution Site Reliability Engineering Continuous Improvement Technical Team Building Onboarding Prometheus Grafana Datadog Zabbix Kubernetes Docker Jenkins Groovy PostgreSQL Jira Confluence

Service & Release Manager

FacilityLive

Jul 2019 - Nov 2021 (2 years 4 months)

Owned production incidents, releases, and customer communication across 10+ live projects, with GO/NO-GO authority in a continuous delivery environment averaging 7 microservice releases per day. Coordinated cross-functional teams during P1/P2 incidents and designed monitoring, backup, and disaster recovery processes aligned with ITIL standards.

Release Management Go No Go Authority Continuous Delivery Microservices ITIL Disaster Recovery Backup Monitoring Prometheus Grafana Datadog Zabbix Kubernetes Docker Jenkins Groovy Jira Confluence

Automation & Performance QA Analyst

FacilityLive

Apr 2014 - Dec 2019 (5 years 8 months)

Developed automated functional and performance test scripts for core APIs and supported migration from monolith to microservices by analyzing 30+ metrics to optimize sizing and performance. Performed functional testing, documentation review, and Agile sprint planning across product and client releases.

Functional Testing Automated Performance Testing Performance Testing API Testing Documentation Review Sprint Planning Metrics Analysis JMeter Prometheus Grafana Datadog PostgreSQL Jira Confluence

Business Analyst

Accenture

May 2011 - Apr 2014 (2 years 11 months)

Managed end-to-end project lifecycle activities including requirements, FIT/GAP analysis, testing, UAT, and go-live support for international clients. Supported delivery across client releases including testing and go-live readiness.

Requirements Gathering Testing UAT Go Live Support Stakeholder Management