Job Description: -

Job Purpose:

To maintain and enhance the quality of IT services provided by the Unified IT Command Center, ensuring compliance with performance standards and driving continuous improvements.

ROLE AND RESPONSIBILITIES

•           Develop and implement quality assurance processes for IT services, aligning with organizational and industry standards.

•           Periodically audit IT operations to ensure adherence to defined quality metrics and SLA/SLO compliance.

•           Collaborate with technical teams to ensure monitoring systems provide actionable data for quality improvements.

•           Define and track quality metrics for service performance, such as availability, response time, and error rates.

•           Support initiatives to ensure predictive monitoring and anomaly detection methods align with quality objectives.

•           Provide actionable recommendations to improve workflows, processes, and service delivery mechanisms.

•           Deliver regular reports on quality performance, highlighting areas for improvement and progress toward established goals.

Skills

QUALIFICATIONS AND EDUCATION REQUIREMENTS

•           Bachelor's degree in IT, Quality Management, or a related field.

•           Minimum of 10 years of experience in IT field.

•          Should have prior experience in quality process/standards in IT Infra, Command Center, ITIL, ISO 20000 etc

•           Minimum of 5 years of experience in quality assurance, performance monitoring, and implementing process improvement frameworks.

Technical qualifications:

•           Practical experience with quality management frameworks and continuous improvement methodologies.

•           Familiarity with performance monitoring and metrics tracking for IT services.

•           Ability to lead RCA processes and recommend actionable improvements.