Quality Engineer (Operations Support)

TAWANTECH; Riyadh; On-site; SAR 90,000 - 130,000; Full time

Job summary

TAWANTECH in Riyadh, Saudi Arabia, seeks an experienced Quality Engineer to ensure IT operations meet quality standards through governance and audits. The role emphasizes ITIL-aligned quality management, process governance, and continuous improvement in a regulated environment.

You will lead audits, drive quality initiatives, and support internal and external compliance assessments, with emphasis on maintaining high operational maturity across IT services.

Qualifications

• 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.

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

IT Quality Management

Process Governance

ITIL

ISO 20000

COBIT

Auditing

Continuous Improvement

Job description

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