Expert
Lead Service Analyst
Responsibilities
Steering of the ITIL process of Infrastructure Change Management:
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Support of the Project, Integration and Operational teams for a safe go live of infrastructure transformation projects (Run & Build)
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Qualification, review, follow-up and validation in change committees (CAB/CRB) in close connection with the department change managers
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Analyze & arbitrate Significant and Major changes in production by evaluating their risks and impacts
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Control of process steps, validation of technical and functional prerequisites
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Animation and participation in GTS & Clients CRBs: presentation of the changes submitted
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Contribution to the evolution of the catalog of operations services with the operational teams of the departments
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Classification of operations with the operations and business teams (updating of standards: catalog of services, classification of operations, intervention window, CMDB, ...)
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Training of internal and external teams of the process via ITSM change management tools
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Detailed reporting of changes operations on GTS infrastructures:
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Development of global activity monitoring dashboards and by Businesses
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Definition of SLAs and KPIs expected to measure the quality of the Services involved
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Presentation in Production Review and Committees of Dashboards on operations
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Drafting of the Quality Charter (Golden Rules) for production on changes, contribution to improving knowledge of the Change process in force
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