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

Requirements

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