Job Title: Quality Executive IT Operations Management

Experience: 3 4 Years Location: Mumbai / Client Site / Hybrid Employment Type: Full Time Reports To: IT Operations Manager / Service Delivery Manager

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Job Summary

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 24x7 IT operations workplace

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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:

o Proper categorization prioritization

o Accurate documentation resolution notes

o SLA and TAT adherence

Identify recurring gaps and raise quality improvement actions

Operational Governance Reporting

Prepare weekly / monthly quality dashboards covering:

o SLA adherence

o Quality scores

o Repeat incidents

o 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:

o Process improvement

o Shift-left initiatives

o Automation readiness

Training Awareness

Support quality training and process awareness sessions for L1/L2 teams

Provide feedback to engineers on quality expectations and improvements

Audit Documentation

Maintain audit evidence for:

o Internal audits

o Client audits

o Compliance reviews

Ensure documentation readiness as per governance requirements

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Required Skills Competencies

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

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Qualification Experience

Bachelor s degree in IT / Computer Science / Engineering or equivalent

3 4 years of experience in:

o IT Operations

o Service Desk Quality / Process / Governance role

ITIL Foundation certification (preferred)

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Good to Have

Experience in multi-location / 24x7 operations

Exposure to client governance and service reviews

Experience in large enterprise IT environments

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Quality Executive IT Operations Management (Maharashtra)
🏢 VyntraPro Innovations
📍 Maharashtra