Lead Service Analyst (26000GND)

SA Technologies; Bangalore Rural; On-site; INR 900,000 - 1,400,000; Full time

Job summary

SA Technologies Inc. in Bangalore seeks an experienced ITIL Change Manager to govern infrastructure changes, ensure smooth production go-lives, and drive continuous process improvements.

You will oversee the Change Management lifecycle, coordinate CAB/CRB reviews, assess risks, and maintain CMDB, service catalogs, SLAs, and KPIs while developing dashboards and reports for leadership reviews.

Qualifications

• 10–12 years of overall IT experience, including 7–8 years 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.

Responsibilities

• Manage 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.

Skills

ITIL Change Management

Infrastructure Change Management

CAB/CRB governance

CMDB

Service Catalog Management

SLA & KPI reporting

Stakeholder Management

Team Coordination

Problem Solving

Escalation Management

Cross-functional Collaboration

Production Readiness

Education

ITIL certification

Job description

Bangalore North, India | Posted on 09/23/2026

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At SA Technologies Inc., we believe in turning career aspirations into reality. As an NSE Listed company , recognized as a CMMI Level 5 organization , a Great Place to Work Certified company , and one of the Best Places for Women , we are committed to creating a workplace that is inclusive, excellent, and supportive.

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.

Why SA Technologies Inc.?

Empowering Work Environment: A Great Place to Work, especially celebrated as one of the Best Places for Women.

Excellence and Quality: A CMMI Level 5 Company, ensuring operational and service excellence.

Globally Acclaimed: A Microsoft Gold Partner and Google Partner, with over 20 years of global IT consulting and Development solutions delivery.