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

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