e-Stone Information Technology Private Limited
Website:
e-stonetech.com
Job details:
Recruitment
_ April 13, 2026
Job Title: Quality Executive – IT Operations Management
Experience: 3–4 Years
Location: Mumbai
Job Summary
We are looking for a detail‑oriented
Quality Executive to support and drive quality standards across IT Operations and Service Management functions. The role focuses on
process compliance, SLA adherence, ticket quality audits, root cause analysis, and continuous service improvement, ensuring high service quality and customer satisfaction in a 24×7 IT operations environment.
Key Responsibilities
Quality Assurance & Compliance
- Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools (ServiceNow / Symphony / Sapphire or equivalent).
- 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.
Operational Governance & Reporting
- Prepare weekly / monthly quality dashboards covering:
- SLA adherence
- Quality scores
- Repeat incidents
- RCA closure status
- Support service review meetings with operations & client stakeholders.
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.
Knowledge & Process Improvement
- Review and improve Knowledge Base (KB) articles and SOP documentation.
- Identify opportunities for:
- Process improvement
- Shift‑left initiatives
- Automation readiness
Training & Awareness
- Support quality training and process awareness sessions for L1/L2 teams.
- Provide feedback to engineers on quality expectations and improvements.
Audit & Documentation
- Maintain audit evidence for:
- Internal audits
- Client audits
- Compliance reviews
- Ensure documentation readiness as per governance requirements.
Required Skills & Competencies
Technical & Process Skills
- Strong understanding of ITIL processes (Incident, Problem, Change, Request).
- Hands‑on experience with ITSM tools (ServiceNow / Symphony / Sapphire or similar).
- Knowledge of SLA, KPI, CSAT, FCR, AHT metrics.
- Experience in RCA, quality audits, and reporting.
Behavioral Skills
- High attention to detail and analytical mindset
- Strong communication and documentation skills
- Stakeholder coordination and governance orientation
- Ability to work in fast‑paced IT operations environments
Qualification & Experience
- Bachelor’s degree in IT / Computer Science / Engineering or equivalent.
- 3–4 years of experience in:
- IT Operations
- Service Desk Quality / Process / Governance role
- ITIL Foundation certification (preferred).
Good to Have
- Experience in multi‑location / 24×7 operations.
- Exposure to client governance and service reviews.
- Experience in large enterprise IT environments.
Kindly share your updated resume
ruchita.parsekar@e-stonetech.com
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