Quality Engineer (Operations Support)

Role Summary

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