Lead Service Analyst - Infrastructure Change Management
Coralai · Bengaluru · onsite · Posted 45d ago
Undisclosed8–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Title: Lead Service Analyst - Infrastructure Change Management
Location: Bangalore
Experience: 8-12 Years
Category: Infrastructure / Cloud
Employment Type: Full-time
Job Summary The Lead Service Analyst is responsible for governing and driving the Infrastructure Change Management process across Build and Run activities, ensuring the safe implementation of infrastructure transformation projects. The role requires strong expertise in ITIL Change Management, stakeholder engagement, operational governance, risk assessment, reporting, and process improvement to maintain service stability and operational excellence.
Key Responsibilities - Steer and govern the ITIL Infrastructure Change Management process across the organization.
- Support Project, Integration, and Operations teams to ensure the safe and successful deployment of infrastructure transformation projects (Run & Build).
- Qualify, review, track, and validate change requests through Change Advisory Boards (CAB) and Change Review Boards (CRB).
- Collaborate closely with department Change Managers to ensure compliance with change management processes and standards.
- Analyze and assess Significant and Major Changes, evaluating risks, impacts, and business implications before implementation.
- Ensure all process steps are followed and validate technical and functional prerequisites prior to change execution.
- Facilitate, coordinate, and participate in GTS and Client CRBs, including presenting submitted changes and supporting decision-making.
- Contribute to the continuous improvement and evolution of the Operations Service Catalog in partnership with operational teams.
- Coordinate with operations and business teams to classify changes and maintain standards related to: Service Catalog, Change Classification, Intervention Windows, CMDB Updates.
- Train and support internal and external teams on Change Management processes and ITSM tools.
- Produce detailed reporting on infrastructure change activities across GTS environments.
- Design, develop, and maintain operational dashboards to track global and business-specific change activities.
- Define and monitor SLAs and KPIs to measure service quality and process effectiveness.
- Present change metrics, dashboards, and operational insights during Production Reviews and governance committees.
- Draft and maintain the Production Quality Charter (Golden Rules) for change implementation.
- Drive continuous improvement initiatives and promote awareness and adoption of Change Management best practices across teams.
- Change Management
- ITIL
- Project Management
Sourced from naukri
Skills
ServicenowitsmIncident ManagementITILService ManagementProblem managementService request managementservice level managementmajor incident managementChange ManagementProject ManagementITIL CertifiedIncidentITIL Process