Quality Engineer (Operations Support)

About the role

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

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

• ITIL
• ISO 20000
• COBIT
• Quality management
• Process governance
• Audits
• Compliance
• Continuous improvement
• Quality scorecards
• Documentation
• Operational risk assessment
• IT operations
• Quality initiative design
• Regulated environments