Lead Service Analyst

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 clear 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, Executive Committees) Analyze and arbitrate significant and major production changes, with a strong focus on risk and impact assessment Support and guide technical and business stakeholders in Change Advisory Boards (CAB/CRB), including change presentation and validation Manage and continuously improve the standard change catalog Ensure 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 tools Coordinate and oversee planned weekend operations and ensure proper execution follow-up Maintain and update the global GTE calendar (Major Events Calendar) Drive simplification and continuous improvement of Change Management processes