- 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 noncompliance, 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.
- 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
- Shiftleft initiatives
- Automation readiness
- Support quality training and process awareness sessions for L1/L2 teams.
- Provide feedback to engineers on quality expectations and improvements.
- Ensure documentation readiness as per governance requirements.
Preferred candidate profile
Technical & Process Skills
- Robust understanding of ITIL processes (Incident, Problem, Change, Request).
- Handson experience with ITSM tools (ServiceNow / Symphony / Sapphire or similar).
- Knowledge of SLA, KPI, CSAT, FCR, AHT metrics.
- Experience in RCA, quality audits, and reporting.
Behavioural Skills
- High attention to detail and analytical mindset
- Strong communication and documentation skills
- Stakeholder coordination and governance orientation
- Ability to work in fastpaced IT operations environmentsMandatory Skills & Experience
- Handson experience in Quality Audits (explicit and clearly mentioned in CV)
- Strong exposure to:
- Ticket Quality Audits
- Compliance deviation analysis
- Audit evidence documentation and maintenance
- Experience in Risk, Credit, and Ticket Quality Audits is mandatory.
- Certification Requirement
- Candidates must hold a relevant Quality or Audit certification, such as:
- Quality Management / Quality Audits certification
- ISO / ITIL (Qualityfocused role)
- Any recognized Quality / Process / Audit certification
- Certification details should be clearly mentioned in the CV.