IT Service Quality Engineer

Job Role: IT Service Quality Engineer

Work Location: Bengaluru Karnataka India

Work mode: Hybrid model 3days office in a week

Mandatory skills:
ITIL IT Service Management Problem Management Change Management BMC Helix Process / Operational /Business Excellence. SQL Queries Root Cause Analysis KPI Reporting Data Analysis.

Who are we looking for

We are seeking an IT Service Quality Engineer to join IT Service Quality Management Crew under IT Quality Assurance Department to lead and drive IT Service Quality activities across the Organisation. This role is crucial in ensuring the highest standards of IT service delivery and driving continuous improvement initiatives to enhance service quality.

Our culture and attitude:

We strive to deliver the highest quality work without cutting corners.

We are straightforward yet courteous.

We take a constructive approach by identifying flaws and gaps offering solutions.

We welcome challenges make thoughtful decisions and grow from our mistakes.

We show respect for one another and communicate in a considerate manner ensuring everyone has a chance to speak.

Required Skills:

Good understanding of the ITIL framework and service management principles.

Strong analytical and problem-solving skills with attention to detail.

Effective communication skills.

ITIL V4 certification is a plus

Ability to understand root cause analysis from problem management and contribute to incident trend reviews.

Ability to create and maintain documentation related to IT Service Quality.

Proactive mindset with a focus on continuous improvement.

Team-oriented with the ability to collaborate across functions.

Good time management capabilities.

Roles & Responsibilities:

Collaborate closely with IT Crews cross-functional stakeholders and IT service owners to ensure service quality and drive Continuous Service Improvement (CSI) initiatives to enhance IT service delivery.

Develop update and manage Standard Operating Procedures (SOPs) work instructions and documentation aligned with ITIL best practices to ensure consistency and process compliance.

Effectively communicate IT service quality metrics improvement plans and best practices to stakeholders and cross-functional teams.

Analyze and interpret ITSM data to create meaningful reports and visualizations that support informed decision-making and drive service quality improvements.

Provide training and support on IT service quality best practices and conduct ticket assessments audits and reviews to ensure compliance with quality standards.

Prepare and present regular reports on audits service reviews service quality performance and ongoing improvement initiatives.

Qualifications :

Any Fulltime Graduate

Remote Work :

No

Employment Type :

Full-time