Lead Service Analyst (26000GND)

Job Summary

We are looking for an experienced Senior Software Engineer specializing in ITIL Infrastructure Change Management to manage and govern infrastructure changes, ensure smooth production transitions, minimize operational risks, and drive continuous process improvements.

Key Responsibilities

• Manage and oversee the ITIL Infrastructure Change Management lifecycle.
  

• Support project, integration, and operations teams to ensure safe go-live of infrastructure transformation projects (Run & Build).
  

• Review, qualify, track, and validate infrastructure changes through Change Advisory Board (CAB) and Change Review Board (CRB) meetings.
  

• Assess significant and major production changes, evaluating associated risks, impacts, and dependencies.
  

• Ensure compliance with change management processes, including technical and functional prerequisites.
  

• Coordinate and participate in GTS and client change review committees.
  

• Maintain and enhance operational service catalogs, change classifications, intervention windows, and CMDB standards.
  

• Train internal and external teams on change management processes and ITSM tools.
  

• Develop dashboards and reports to monitor infrastructure change activities.
  

• Define and track SLAs and KPIs to measure service quality and change management effectiveness.
  

• Present operational performance dashboards during production reviews and management committees.
  

• Develop and maintain production change management guidelines, quality standards, and best practices.
  

• Identify process gaps and implement improvements to enhance operational efficiency.
  

• Act as an escalation point for customer and stakeholder queries.
  

• Support team management, hiring activities, resource planning, and project transitions.
  

Required Skills & Qualifications

• 10–12 years of overall IT experience, including 7–8 years of relevant experience in Change Management.
  

• Strong understanding of the ITIL Change Management lifecycle and best practices.
  

• Experience managing infrastructure changes in complex production environments.
  

• Hands-on experience with ITSM change management tools and processes.
  

• Knowledge of CAB/CRB governance, risk assessment, change approvals, and production readiness.
  

• Familiarity with CMDB, service catalogs, SLAs, KPIs, and operational reporting.
  

• Strong stakeholder management, team coordination, and communication skills.
  

• Excellent analytical, reporting, problem-solving, and escalation management abilities.
  

• Ability to collaborate effectively with cross-functional technical and business teams.
  

• Experience supporting project transitions and operational improvement initiatives.
  

Preferred Qualification

• ITIL certification.
  

Key Skills for ATS

ITIL, ITIL Change Management, Infrastructure Change Management, Change Management Lifecycle, ITSM, CAB, CRB, Change Advisory Board, Change Review Board, Production Change Management, Risk Assessment, Impact Analysis, Change Governance, CMDB, Service Catalog Management, SLA, KPI, Infrastructure Operations, Production Support, Stakeholder Management, Team Management, Incident Escalation, Process Improvement, Operational Reporting, Dashboard Reporting, Project Transition, Run and Build.