It Service Quality Engineer

Company Description Eurofins Scientific is an international life sciences company providing a unique range of analytical testing services to clients across multiple industries to make life and the environment safer healthier and more sustainable From the food you eat to the medicines you rely on Eurofins works with the biggest companies in the world to ensure the products they supply are safe their ingredients are authentic and labelling is accurate Eurofins is a global leader in food environmental pharmaceutical and cosmetic product testing and in agroscience CRO services It is also one of the global independent market leaders in certain testing and laboratory services for genomics discovery pharmacology forensics CDMO advanced material sciences and in the support of clinical studies In over just 35 years Eurofins has grown from one laboratory in Nantes France to 62 000 staff across a network of over 1 000 independent companies in 61 countries operating 900 laboratories Performing over 450 million tests every year Eurofins offers a portfolio of over 200 000 analytical methods to evaluate the safety identity composition authenticity origin traceability and purity of biological substances and products as well as providing innovative clinical diagnostic testing services as one of the leading global emerging players in specialized clinical diagnostics testing Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997 Eurofins IT Solutions India Pvt Ltd EITSI is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs The code shipped out of EITSI impacts the global network of Eurofins labs and services The primary focus at EITSI is to develop the next generation LIMS Lab Information Management system Customer portals e-commerce solutions ERP CRM system Mobile Apps other B2B platforms for various Eurofins Laboratories and businesses Young and dynamic we have a rich culture and we offer fulfilling careers Job Role IT Service Quality Engineer Work Location Bengaluru Karnataka India Work mode Hybrid model 3days office in a week Mandatory skills ITIL IT Service Management Problem Management Change Management BMC Helix Process Operational Business Excellence SQL Queries Root Cause Analysis KPI Reporting Data Analysis Who are we looking for We are seeking an IT Service Quality Engineer to join IT Service Quality Management Crew under IT Quality Assurance Department to lead and drive IT Service Quality activities across the Organisation This role is crucial in ensuring the highest standards of IT service delivery and driving continuous improvement initiatives to enhance service quality Our culture and attitude We strive to deliver the highest quality work without cutting corners We are straightforward yet courteous We take a constructive approach by identifying flaws and gaps offering solutions We welcome challenges make thoughtful decisions and grow from our mistakes We show respect for one another and communicate in a considerate manner ensuring everyone has a chance to speak Required Skills Good understanding of the ITIL framework and service management principles Strong analytical and problem-solving skills with attention to detail Effective communication skills ITIL V4 certification is a plus Ability to understand root cause analysis from problem management and contribute to incident trend reviews Ability to create and maintain documentation related to IT Service Quality Proactive mindset with a focus on continuous improvement Team-oriented with the ability to collaborate across functions Good time management capabilities Roles Responsibilities Collaborate closely with IT Crews cross-functional stakeholders and IT service owners to ensure service quality and drive Continuous Service Improvement CSI initiatives to enhance IT service delivery Develop update and manage Standard Operating Procedures SOPs work instructions and documentation aligned with ITIL best practices to ensure consistency and process compliance Effectively communicate IT service quality metrics improvement plans and best practices to stakeholders and cross-functional teams Analyze and interpret ITSM data to create meaningful reports and visualizations that support informed decision-making and drive service quality improvements Provide training and support on IT service quality best practices and conduct ticket assessments audits and reviews to ensure compliance with quality standards Prepare and present regular reports on audits service reviews service quality performance and ongoing improvement initiatives Qualifications Any Fulltime Graduate