Position Description

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 secure 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.

Your future duties and responsibilities Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Lead Service Analyst - Infrastructure Change Management (Bengaluru)
🏢 CGI
📍 Bengaluru