Lead Service Analyst - IT (Information Technology) - Bangalore, India

ResponsibilitiesKey ResponsibilitiesIncident ManagementFacilitate and actively participate in technical and management incident review meetingsLead incident management calls by structuring discussions around impacts, workarounds, corrective actions, and decision-making, while coordinating relevant stakeholdersProduce high-quality documentation, including post-mortems, meeting minutes, and detailed incident timelinesEnsure clear and timely communication during incidents to all stakeholdersConsolidate inputs from support teams to deliver comprehensive post-mortem reports within agreed timelines (48 hours)Perform regular reviews and optimization of the incident portfolio (IPCM), ensuring SLA adherence, proper ticket follow-up, and documentation qualityDevelop and maintain dashboards and performance reports to support operational decision-makingEnsure compliance with processes, standards, and best practices (ITIL)Coordinate cross-functional working groups to investigate root causes and drive problem resolution (aligned with ITIL practices), while ensuring effective reporting and communicationProblem ManagementDrive Problem Management activities to identify root causes of recurring and major incidentsLead Root Cause Analysis (RCA) sessions and ensure the definition and implementation of sustainable corrective actionsEnsure proper documentation and lifecycle management of problems within the ITSM toolMonitor and track problem resolution plans, ensuring timely delivery and risk mitigationCollaborate with technical and business teams to reduce incident recurrence and improve production stabilityProvide regular reporting on problem management activities, trends, and continuous improvement initiativesChange Management & Continuous ImprovementContribute to Change Management activities, ensuring production changes are implemented with minimal business impactReview, assess, and validate changes through governance committees (CRB, CRC, Executive Committees)Analyze and arbitrate significant and major production changes, with a strong focus on risk and impact assessmentSupport and guide technical and business stakeholders in Change Advisory Boards (CAB/CRB), including change presentation and validationManage and continuously improve the standard change catalogEnsure proper classification of changes in collaboration with technical and business teams, including updates of key repositories (service catalog, CMDB, maintenance windows, etc.)Support and enhance Change Management processes through ITSM toolsCoordinate and oversee planned weekend operations and ensure proper execution follow-upMaintain and update the global GTE calendar (Major Events Calendar)Drive simplification and continuous improvement of Change Management processesProfile requiredAt Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!Still hesitating?You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.Why join usWe are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.Business insightAt Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!Still hesitating?You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.