About the Role
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The Quality Engineer will ensure operational service quality through process compliance, quality standards, auditing, and continuous improvement across IT operations activities.
Key Responsibilities:
- Maintain operational quality standards and process compliance for IT operations.
- Conduct quality reviews and audits of Incidents, Problems, Changes, Service Requests, Major Incidents.
- Assess compliance against ITIL best practices and internal standards/policies.
- Identify process gaps, control weaknesses, operational inefficiencies, and recommend improvements.
- Develop and maintain:
- Quality scorecards.
- Compliance dashboards.
- Process health indicators.
- Operational maturity assessments.
- Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities.
- Support internal and external compliance audits related to IT operations processes.
- Promote operational excellence, process standardization, knowledge management, and continuous improvement culture.
Skills & Experience Requirements:
- Minimum 5 years experience in IT Quality Management and Process Governance.
- Strong knowledge of ITIL, including ISO 20000, COBIT, or comparable frameworks.
- Experience designing quality initiatives and compliance assessments.
- Proven experience in continuous improvement initiatives.
- Experience in banking or highly regulated environments preferred.
