Responsibilities

Key Responsibilities

Incident Management

Facilitate and actively participate in technical and management incident review meetings

Lead incident management calls by structuring discussions around impacts, workarounds, corrective actions, and decision-making, while coordinating relevant stakeholders

Produce high-quality documentation, including post-mortems, meeting minutes, and detailed incident timelines

Ensure explicit and timely communication during incidents to all stakeholders

Consolidate 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 quality

Develop and maintain dashboards and performance reports to support operational decision-making

Ensure 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 communication

Problem Management

Drive Problem Management activities to identify root causes of recurring and major incidents

Lead Root Cause Analysis (RCA) sessions and ensure the definition and implementation of sustainable corrective actions

Ensure proper documentation and lifecycle management of problems within the ITSM tool

Monitor and track problem resolution plans, ensuring timely delivery and risk mitigation

Collaborate with technical and business teams to reduce incident recurrence and improve production stability

Provide regular reporting on problem management activities, trends, and continuous improvement initiatives

Change Management & Continuous Improvement

Contribute to Change Management activities, ensuring production changes are implemented with minimal business impact

Review, assess, and validate changes through governance committees (CRB, CRC, Ex

📌 Lead Service Analyst (Bengaluru)
🏢 Societe Generale Global Solution Centre
📍 Bengaluru