Company Profile:
At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.
Job Title: Lead Service Analyst - Infrastructure Change Management
Position: Lead Service Analyst - Infrastructure Change Management
Experience: 8-12 Years
Category: Infrastructure /Cloud
Location: Bangalore
Position ID: J0826-0461
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:
o Service Catalog
o Change Classification
o Intervention Windows
o 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.
