Job details
Job Title:** Managed Services Quality Control Consultant
Years of Experience:** 2-5+ years
Gender: Female candidates
Level:** Expert Level
Delivery Unit:** CIMS Service Operations
Business Unit:** Cloud and Infrastructure Services (CIS)
Strategic Business Unit:** Cloud, Infrastructure, and Security Services (CISS)Organizational Context**Practice Unit:** Cloud and Infrastructure Managed Services (CIMS)**Responsibilities: Quality Control Procedures:**Conduct gap and maturity assessment of managed services.
Utilize ITSM tools to track and manage quality control processes.
Implement and adhere to established quality control procedures and methodologies.
Conduct quality checks for tickets and calls, ensuring compliance with Quality Standards.
Validate data accuracy and format in weekly and monthly status reports.
Supervision: None (Direct: 0, Indirect: 0)Certification ComplianceMaintain knowledge of industry standards, emphasizing ITIL and COBIT19.
Ensure compliance with ITIL frameworks and ISO 20000 in all quality control activities.Collaboration And CommunicationCollaborate with cross-functional teams to address quality control issues.
Communicate effectively with team members and stakeholders.
Integrate quality control measures into service delivery.Analysis And ReportingAnalyze data and generate reports to assess SMS and ITIL process performance.
Provide insights and recommendations for service quality improvement.
Present reports to stakeholders, highlighting areas for improvement.
Establish and maintain required monitoring, evaluating, and reporting tools.Continuous ImprovementProactively identify opportunities for enhancing managed services quality.
Implement continuous improvement initiatives for optimizing ITIL processes.
Stay informed about industry best practices and incorporate advancements.
Support internal/external ISO 9K and 20K audits.Deployment SupportCollaborate with transition and deployment teams to ensure service quality.
Confirm completion of deployment activities and validate impact on service quality.Documentation And Knowledge ManagementMaintain accurate documentation of quality control procedures and outcomes.
Create/update documentation related to ITSM quality control processes.
Manage MS Quality home page in SharePoint for organized access.
Add/remove projects and folders in OneDrive, Risk Register, and Stakeholder Register.Training And Knowledge SharingProvide training on ITSM quality control practices.
Share knowledge and best practices to enhance understanding within the organization.Required Education, Knowledge, And CertificationsBachelor's degree in IT, Computer Science, or related field.
In-depth understanding of ITSM principles, frameworks, and ITIL.
Certification in ITIL Foundation or equivalent (mandatory).Required Hard SkillsProficiency in using ITSM tools and platforms.
Strong analytical skills using MINITAB or SPSS systems.
Proficiency in BI, Office 365, and SharePoint tools.Required Soft SkillsExcellent written and verbal communication skills.
Strong organizational and time-management skills.
Detail-oriented with a focus on accuracy.
Collaborative team player with exceptional problem-solving skills.BehavioralProactive approach to identifying and resolving quality control issues.
Adaptable to changing priorities and business needs.
Commitment to maintaining and improving IT service quality.
Strong sense of ownership and accountability.
Continuous learner with a desire to stay updated on industry best practices.ExperienceDemonstrated experience in ISO 20000 and ISO 9000.
Practical experience in ITSM tools and platforms.
Experience in generating and analyzing quality control reports.
Familiarity with the deployment process and its impact on service quality.
Experience in process capability optimization using the six-sigma DMAIC methodology.
Experience in business process engineering/reengineering.
Previous work with cross-functional teams in IT service delivery and managed services operations.Salary Current Required and ExpectedSkills: quality control,managed services,itil,cloud,it,infrastructure
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