Job Title: Quality Executive – IT Operations Management

e-stonetech; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading technology firm in Mumbai seeks a detail-oriented Quality Executive to uphold quality standards across IT Operations. This role emphasizes process compliance, SLA adherence, and continuous service improvement. Responsibilities include conducting audits, preparing quality dashboards, and performing root cause analysis. Ideal candidates will have a Bachelor's degree in IT or related fields and 3-4 years of experience in IT Operations or Quality roles.

Qualifications

• 3–4 years of experience in IT Operations or Service Desk Quality/Process/Governance role.
• Strong understanding of SLA, KPI, CSAT, and other metrics.
• Experience in root cause analysis and quality audits.

Responsibilities

• Conduct regular quality audits on incidents and service requests.
• Ensure compliance with ITIL processes and quality standards.
• Prepare weekly/monthly quality dashboards for stakeholders.

Skills

Attention to detail

Analytical mindset

ITIL processes knowledge

Strong communication skills

Stakeholder coordination

Education

Bachelor’s degree in IT / Computer Science / Engineering

Tools

ITSM tools (ServiceNow / Symphony / Sapphire)

Job description

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

Audit & Documentation

• Internal audits
• Compliance reviews
• Ensure documentation readiness as per governance requirements.

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

Good to Have

• Exposure to client governance and service reviews.
• Experience in large enterprise IT environments.