The ITSM Process and quality analyst desk ensures the following accountabilities:
Key Responsibilities Quality Assurance & Compliance
- Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools
- ITIL-based service delivery
- 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.
- Review whether Incident/Problem/change management process is followed correctly.
Communication & stakeholder management:
- Coordination with process owners
- Negative surveys track and end user coordination
- Collaborate with cross-functional teams to improve service delivery processes
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.
Training & Awareness
- Support quality training and process awareness sessions for L1/L2 teams.
- Provide feedback to engineers on quality expectations and improvements.
Audit & Documentation
- Compliance reviews
- Ensure IT processes are followed correctly by setting explicit checks and controls.
- Review whether Problem/change and Incident management is following correctly.
Required Skills & Competencies
Technical & Process Skills
- Strong understanding of ITIL processes (Incident, Problem, Change, Reque
📌 ITSM- Process (Mumbai)
🏢 Azelis
📍 Mumbai
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