The Role
Ensures quality and process compliance across IT operations by auditing incidents, problems, changes, service requests, and major incidents. Evaluates adherence to ITIL and internal standards, identifies process gaps and control weaknesses, develops quality scorecards and compliance dashboards, supports audits, and drives process standardization, operational maturity, knowledge management, and continuous improvement.
Summary Generated by Built In
Role Summary:
RequirementsSkills & Experience Requirements:
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
RequirementsSkills & Experience Requirements:
- Minimum 5 years experience in IT Quality Management and Process Governance
- Strong knowledge of ITIL, including ISO 20000, COBIT, or comparable frameworks
- Experience designing quality initiatives and compliance assessments
- Proven experience in continuous improvement initiatives
- Experience in banking or highly regulated environments preferred
Skills Required
- Minimum 5 years of experience in IT Quality Management and Process Governance
- Strong knowledge of ITIL
- Knowledge of ISO 20000, COBIT, or comparable frameworks
- Experience designing quality initiatives and compliance assessments
- Proven experience in continuous improvement initiatives
- Experience in banking or highly regulated environments
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The Company
What We Do
We are TAWANTECH, a dynamic and innovative company that specializes in financial technology solutions and services, with a team of passionate professionals and a commitment to excellence, we are dedicated to delivering exceptional solutions that meet the unique needs of our clients.
