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Lead Service Analyst
IT (Information Technology)
Permanent contract
Bangalore, India
Hybrid
Reference 26000D53
Start date Immediately
Publication date 2026/06/16
Responsibilities
Responsibilities: ACE can help you write this job description (go/ACE)
Required Skills & Experience
- Technical:
- Hands‑on in Database, Infrastructure, Virtualization, Storage, Networking.
- Deep understanding of ITIL Change Management lifecycle (ITIL certification preferred).
- Practical experience in DQ, VM, IM, PM at enterprise scale (cloud + on‑prem).
- Familiarity with DevSecOps and SDLC controls (SAST/DAST/SCA, container/IaC scanning).
- Observability (e.g., Datadog/Dynatrace/New Relic/ELK/Prometheus).
- Process/Platforms/Tools (nice to have): ServiceNow.
- Leadership & Delivery: Proven record reducing MTTR, burning down aged critical vulns, improving DQ scores, and closing RCA actions.
- Communication: Executive storytelling; crisis leadership; influence without authority across global teams.
Certifications (preferred): ITIL 4, CISSP/CCSP/CISM, AWS/Azure Security, CDMP/DCAM.
Key Responsibilities
- Data Quality: Define DQ policy/standards; implement DQ rules, scoring, and lineage for Tier‑1 domains; drive remediation and preventive controls in data pipelines.
- Vulnerability Management: Own discovery → risk‑based prioritization → remediation → exception governance across infra, apps, cloud, containers, and IaC; ensure SLA adherence.
- Incident Management: Run 24×7 major incident command, war rooms, comms playbooks; standardize severity/runbooks; improve MTTA/MTTR in partnership with SRE/Engineering/SecOps.
- Problem Management: Lead RCA using 5‑Whys/Fishbone/Kepner‑Tregoe; maintain problem backlog; drive permanent fixes; reduce repeat incidents.
- Governance & Compliance: Establish SLAs/OLAs, RACI, monthly scorecards; ensure audit readiness and evidence of control effectiveness.
- Tooling & Automation: Optimize ITSM, observability, scanners, and DQ/metadata tools; increase automation coverage (runbooks, CI/CD gates, auto‑remediation).
- Stakeholder Management: Coordinate with Security, Platform, App Eng, Data Office, Risk & Compliance; deliver executive‑ready reporting and risk narratives.
- Knowledge Retention: Formalize runbooks, knowledge base, handover plans, and training to mitigate attrition risk immediately on joining
Profile required
Responsibilities: ACE can help you write this job description (go/ACE)
Required Skills & Experience
- Technical:
- Hands‑on in Database, Infrastructure, Virtualization, Storage, Networking.
- Deep understanding of ITIL Change Management lifecycle (ITIL certification preferred).
- Practical experience in DQ, VM, IM, PM at enterprise scale (cloud + on‑prem).
- Familiarity with DevSecOps and SDLC controls (SAST/DAST/SCA, container/IaC scanning).
- Observability (e.g., Datadog/Dynatrace/New Relic/ELK/Prometheus).
- Process/Platforms/Tools (nice to have): ServiceNow.
- Leadership & Delivery: Proven record reducing MTTR, burning down aged critical vulns, improving DQ scores, and closing RCA actions.
- Communication: Executive storytelling; crisis leadership; influence without authority across global teams.
Certifications (preferred): ITIL 4, CISSP/CCSP/CISM, AWS/Azure Security, CDMP/DCAM.
Key Responsibilities
- Data Quality: Define DQ policy/standards; implement DQ rules, scoring, and lineage for Tier‑1 domains; drive remediation and preventive controls in data pipelines.
- Vulnerability Management: Own discovery → risk‑based prioritization → remediation → exception governance across infra, apps, cloud, containers, and IaC; ensure SLA adherence.
- Incident Management: Run 24×7 major incident command, war rooms, comms playbooks; standardize severity/runbooks; improve MTTA/MTTR in partnership with SRE/Engineering/SecOps.
- Problem Management: Lead RCA using 5‑Whys/Fishbone/Kepner‑Tregoe; maintain problem backlog; drive permanent fixes; reduce repeat incidents.
- Governance & Compliance: Establish SLAs/OLAs, RACI, monthly scorecards; ensure audit readiness and evidence of control effectiveness.
- Tooling & Automation: Optimize ITSM, observability, scanners, and DQ/metadata tools; increase automation coverage (runbooks, CI/CD gates, auto‑remediation).
- Stakeholder Management: Coordinate with Security, Platform, App Eng, Data Office, Risk & Compliance; deliver executive‑ready reporting and risk narratives.
- Knowledge Retention: Formalize runbooks, knowledge base, handover plans, and training to mitigate attrition risk immediately on joining
Business insight
At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!
Still hesitating: You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved. We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection Why Join Us:We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.
Diversity and Inclusion
We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.
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Lead Service Analyst
Permanent contract
Bangalore, India
Hybrid
Responsibilities Profile required Business insight Diversity and Inclusion
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