Role & responsibilities

Job Details

Job Title: Quality Executive IT Operations Management

Location: Mumbai

Employment Type: Full Time

Reports To: IT Operations Manager / Service Delivery Manager

Job Description

We are looking for a Quality Executive IT Operations Management with 3-4 years of experience in IT Operations Quality, Process Governance, or Service Desk Quality. The ideal candidate should have hands-on experience in ITIL processes, ITSM tools, quality audits, SLA monitoring, RCA, and continual service improvement initiatives.

Key Responsibilities
- Perform quality audits on incidents, service requests, and change records using ITSM tools.
- Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.
- Monitor ticket quality, including categorization, prioritization, documentation, and SLA adherence.
- Identify quality gaps and recommend corrective and preventive actions.
- Prepare weekly and monthly quality reports, dashboards, and governance metrics.
- Conduct Root Cause Analysis (RCA) for major and recurring incidents.




- Drive Continual Service Improvement (CSI) initiatives with operations teams.
- Review and improve Knowledge Base (KB) articles and SOP documentation.
- Support process improvement, shift-left initiatives, and automation readiness.
- Conduct quality awareness sessions and provide feedback to L1/L2 support teams.
- Maintain audit evidence for internal, client, and compliance audits.
- Participate in client governance meetings and operational reviews.

Required Skills
- ITIL Process Knowledge (Incident, Problem, Change & Request Management)
- ITSM Tools (ServiceNow / Symphony / Sapphire or similar)
- IT Operations Quality Assurance
- Quality Audits & Compliance
- SLA, KPI, CSAT, FCR & AHT Monitoring
- Root Cause Analysis (RCA)
- Service Governance & Reporting
- Knowledge Management
- Process Documentation
- Continual Service Improvement (CSI)

Required Competencies
- Robust analytical and problem-solv

📌 Quality Executive (Mumbai)
🏢 Experis
📍 Mumbai