Quality Engineer (Operations Support)

About the Role

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.