Recruitment _ April 13, 2026 Job Title: Quality Executive – IT Operations Management Experience: 3–4 Years Location: Mumbai 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 24×7 IT operations workplace.

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:

Proper categorization & prioritization

Accurate documentation & resolution notes

SLA and TAT adherence

Identify recurring gaps and raise quality improvement actions.

Operational Governance & Reporting Prepare weekly / monthly quality dashboards covering:

SLA adherence

Quality scores

Repeat incidents

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





Process improvement

Shift‑left initiatives

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:

Internal audits

Client audits

Compliance reviews

Ensure documentation readiness as per governance requirements.

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 Qualification & Experience Bachelor’s degree in IT / Computer Science / Engineering or equivalent.

3–4 years of experience in:

IT Operations

Service Desk Quality / Process / Governance role

ITIL Foundation certification (preferred).

Good to Have Experience in multi‑location / 24×7 operations.

Exposure to client governance and service reviews.

Experience in large enterprise IT environments. Kindly share your updated resume [email protected] ♥ 34 ITSM Tool Administrator – Sapphire (L2) April 10, 2026 IT Support Executive (L1) April 14, 2026 Apply Cancel reply Your email address will not be published. Required fields are marked * Save my name, email, and website in this browser for the next time I comment. Δ

📌 Job Title: Quality Executive – IT Operations Management (Mumbai)
🏢 e-Stone Information Technology Private
📍 Mumbai