Job Title: Quality Executive – IT Operations Management

e-Stone Information Technology Private Limited; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

e-Stone Information Technology Private Limited is seeking a detail‑oriented Quality Executive to drive quality across IT Operations and Service Management. The role centers on process compliance, SLA adherence, ticket quality audits, RCA, and continual service improvement in a 24×7 environment.

Responsibilities include auditing incidents and changes, reporting quality metrics, preparing governance dashboards, and supporting training for L1/L2 teams.

Qualifications

• Bachelor’s degree in IT/CS/Engineering or equivalent.
• 3–4 years in IT Operations or Service Desk governance.
• Strong ITIL knowledge across Incident, Problem, Change, and Request.
• Hands-on ITSM tools experience (ServiceNow, Symphony, or Sapphire).
• Experience with SLA, KPI, CSAT, FCR, and AHT metrics.
• Ability to conduct RCA and drive CSI initiatives.

Responsibilities

• Perform regular quality audits on incidents, requests, and changes.
• Ensure compliance with ITIL processes, SOPs, SLAs, OLAs.
• Prepare weekly/monthly quality dashboards and reports.
• Lead root cause analysis and corrective action tracking.
• Support training and awareness for L1/L2 teams.
• Maintain audit evidence for internal and client audits.

Skills

ITIL processes

ITSM tools

SLA metrics

RCA & CSI

Quality audits

Analytical mindset

Communication skills

Governance orientation

Fast-paced environment

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

Symphony

Sapphire

Job description

• Accurate documentation & resolution notes
• Maintain audit evidence for:
• ITIL Foundation certification (preferred).

Recruitment

April 13, 2026

Job Title: Quality Executive – IT Operations Management

Experience: 3–4 Years

Location: Mumbai

Job Summary

We are looking for a detail‑oriented Quality Executive to support and drive quality standards across IT Operations and Service Management functions. The role focuses on process compliance, SLA adherence, ticket quality audits, root cause analysis, and continuous service improvement, ensuring high service quality and customer satisfaction in a 24×7 IT operations environment.

Key Responsibilities

Quality Assurance & Compliance

• Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools (ServiceNow / Symphony / Sapphire or equivalent).
• Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.
• Track and report non‑compliance, deviations, and corrective actions.

Ticket & Service Quality Management

• Review ticket lifecycle for:
• Proper categorization & prioritization
• Accurate documentation & resolution notes
• SLA and TAT adherence
• Identify recurring gaps and raise quality improvement actions.

Operational Governance & Reporting

• Prepare weekly / monthly quality dashboards covering:
• SLA adherence
• Quality scores
• Repeat incidents
• RCA closure status
• Support service review meetings with operations & client stakeholders.

Root Cause Analysis & CSI

• Conduct Root Cause Analysis (RCA) for major and recurring incidents.
• Track implementation of preventive and corrective actions.
• Drive Continual Service Improvement (CSI) initiatives in coordination with operations teams.

Knowledge & Process Improvement

• Review and improve Knowledge Base (KB) articles and SOP documentation.
• Identify opportunities for:
• Process improvement
• Shift‑left initiatives
• Automation readiness

Training & Awareness

• Support quality training and process awareness sessions for L1/L2 teams.
• Provide feedback to engineers on quality expectations and improvements.

Audit & Documentation

• Maintain audit evidence for:
• Internal audits
• Client audits
• Compliance reviews
• Ensure documentation readiness as per governance requirements.

Required Skills & Competencies

Technical & Process Skills

• Strong understanding of ITIL processes (Incident, Problem, Change, Request).
• Hands‑on experience with ITSM tools (ServiceNow / Symphony / Sapphire or similar).
• Knowledge of SLA, KPI, CSAT, FCR, AHT metrics.
• Experience in RCA, quality audits, and reporting.

Behavioral Skills

• High attention to detail and analytical mindset
• Strong communication and documentation skills
• Stakeholder coordination and governance orientation
• Ability to work in fast‑paced IT operations environments

Qualification & Experience

• Bachelor’s degree in IT / Computer Science / Engineering or equivalent.
• 3–4 years of experience in:
• IT Operations
• Service Desk Quality / Process / Governance role
• ITIL Foundation certification (preferred).

Good to Have

• Experience in multi‑location / 24×7 operations.
• Exposure to client governance and service reviews.
• Experience in large enterprise IT environments.