Quality Engineer (Operations Support)

Role Summary: The Quality Engineer will ensure operational service quality through process compliance, quality standards, auditing, and continuous improvement across IT operations activities. Key Responsibilities: • Maintain operational quality standards and process compliance for IT operations • Conduct quality reviews and audits of Incidents, Problems, Changes, Service Requests, Major Incidents • Assess compliance against ITIL best practices and internal standards/policies • Identify process gaps, control weaknesses, operational inefficiencies, and recommend improvements • Develop and maintain: • Quality scorecards • Compliance dashboards • Process health indicators • Operational maturity assessments • Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities • Support internal and external compliance audits related to IT operations processes • Promote operational excellence, process standardization, knowledge management, and continuous improvement culture