Purpose of the Role The purpose of this role is to manage significant operational and project-related incidents, escalations, quality concerns, and non-conformities across the project lifecycle. The role will be responsible for investigating issues to understand what went wrong and why, coordinating with relevant teams to drive resolution, and maintaining accurate Non Conformance Report (NCR) and incident records. It will also involve tracking corrective and preventive actions, ensuring timely closure, identifying recurring issues, and providing clear reports and insights to management to support operational quality and continuous improvement.

Role & responsibilities

A. NCR and Incident Management

- Prepare, maintain, track, and close Non-Conformance Reports (NCRs) arising from operational or project-related quality issues and deviations.
- Manage significant incidents from identification through investigation, resolution, documentation, and closure.
- Maintain accurate records of incidents, complaints, findings, impact, root causes, corrective actions, and final resolution.

B. Issue Investigation and Root Cause Analysis
- Investigate reported issues to understand what went wrong, why it occurred, and which stage, activity, process, or dependency contributed to it.
- Conduct or coordinate Root Cause Analysis (RCA) for significant incidents and non-conformities.
- Document investigation findings and share relevant insights with concerned stakeholders.

C. Corrective and Preventive Actions
- Coordinate with responsible teams to identify corrective actions and track them through implementation and closure.




- Identify preventive measures for recurring or significant issues and ensure agreed actions are documented and followed up.
- Verify that reported issues and corresponding corrective actions have been adequately addressed before closure.

D. Escalation and Stakeholder Coordination
- Handle project escalations, client complaints, and delivery-related concerns by coordinating with relevant teams to drive resolution.
- Work closely with Project, Development, Technical, Support, Operations, and other stakeholders during investigation and resolution.
- Follow up on open incidents, NCRs, corrective actions, and escalations to ensure timely progress.
- Escalate critical, recurring, high-impact, or unresolved issues to the appropriate management stakeholders.

E. Quality Monitoring and Impact Assessment
- Review project activities, processes, and deliverables, wherever required, to identify deviations, errors, and quality concerns.
- Assess the impact of significant incidents on project delivery, timelines, quality, customer expectations, and operational activities.
- Monitor incidents and non-conformities across projects to identify common concerns and areas requiring attention.
- Analyse recurring issues, common causes, and repeated quality concerns to identify opportunities for improvement.

F. Reporting, Documentation, and Continuous Improvement
- Prepare structured incident reports covering the issue, impact,



investigation, root cause, actions taken, and closure status.
- Maintain an organised repository of NCRs, incident reports, RCA findings, corrective actions, and closure records.
- Document and share learnings from significant incidents to help prevent similar issues in future projects.
- Support the Operations team in maintaining quality checklists, review formats, and controls related to project delivery and incident management.

Required Skills

- Strong analytical and problem-solving skills
- Good written and verbal communication skills
- Strong documentation and reporting skills
- Excellent attention to detail
- Understanding of RCA, incident management, and corrective actions Strong coordination and follow-up skills
- Proficiency in MS Excel/Google Sheets
- Ability to work effectively with cross-functional teams
- Ability to manage multiple issues, action items, and timelines independently

Preferred candidate profile

- Graduate in any discipline; MBA or equivalent Masters degree in Operations, Quality Management, Business Administration, or a related field is an added advantage
- Minimum 4 years of relevant experience
- Experience in operations, project quality, incident management, escalation handling, or process improvement
- Experience in preparing and managing NCRs and incident reports
- Familiarity with Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA)
- Experience handling customer complaints or project escalations
- Robust ownership and ability to independently drive issues to closure
- Experience working with multiple teams in a project-based environment

📌 Operations Quality & Incident Specialist (Bhubaneswar)
🏢 Evolutionary Algorithms
📍 Bhubaneswar