Managed Services Quality Control Consultant

2 months ago

Sany, India Bitech Middle East On Demand BitechInternational Full time
**Job Title:** Managed Services QualityControlConsultant
**Yearsof Experience:** 25years
**Level:**ExpertLevel
**DeliveryUnit:** CIMS ServiceOperations
**BusinessUnit:** Cloud and Infrastructure Services(CIS)
**StrategicBusiness Unit:** Cloud Infrastructure and Security Services(CISS)
**OrganizationalContext:** **Practice Unit:** Cloud andInfrastructure Managed Services(CIMS)
**Responsibilities:Quality Control Procedures:**1. Conduct gapand maturity assessment of managedservices.2. Utilize ITSM tools to track andmanage quality control processes.3.Implement and adhere to established quality control procedures andmethodologies.4. Conduct quality checks fortickets and calls ensuring compliance with QualityStandards.5. Validate data accuracy andformat in weekly and monthly statusreports.6. Supervision: None (Direct: 0Indirect:0)
**CertificationCompliance:** Maintain knowledge of industrystandards emphasizing ITIL and COBIT19.Ensure compliance with ITIL frameworks and ISO 20000 in all qualitycontrolactivities.
**Collaborationand Communication:** Collaborate withcrossfunctional teams to address quality controlissues. Communicate effectively with teammembers and stakeholders. Integrate qualitycontrol measures into servicedelivery.
**Analysisand Reporting:** Analyze data and generatereports to assess SMS and ITIL processperformance. Provide insights andrecommendations for service qualityimprovement. Present reports to stakeholdershighlighting areas for improvement.Establish and maintain required monitoring evaluating and reportingtools.
**ContinuousImprovement:** Proactively identifyopportunities for enhancing managed servicesquality. Implement continuous improvementinitiatives for optimizing ITIL processes.Stay informed about industry best practices and incorporateadvancements. Support internal/external ISO9K and 20Kaudits.
**DeploymentSupport:** Collaborate with transition anddeployment teams to ensure service quality.Confirm completion of deployment activities and validate impact onservicequality.
**Documentationand Knowledge Management:** Maintainaccurate documentation of quality control procedures andoutcomes. Create/update documentationrelated to ITSM quality control processes.Manage MS Quality home page in SharePoint for organizedaccess. Add/remove projects and folders inOneDrive Risk Register and StakeholderRegister.
**Trainingand Knowledge Sharing:** Provide training onITSM quality control practices. Shareknowledge and best practices to enhance understanding within theorganization.
**RequiredEducation Knowledge and Certifications:**Bachelor s degree in IT Computer Science or relatedfield. Indepth understanding of ITSMprinciples frameworks and ITIL.Certification in ITIL Foundation or equivalent(mandatory).
**RequiredHard Skills:** Proficiency in using ITSMtools and platforms. Strong analyticalskills using MINITAB or SPSS systems.Proficiency in BI Office 365 and SharePointtools.
**RequiredSoft Skills:** Excellent written and verbalcommunication skills. Strong organizationaland timemanagement skills. Detailorientedwith a focus on accuracy. Collaborative teamplayer with exceptional problemsolvingskills.
**Behavioral:**Proactive approach to identifying and resolving quality controlissues. Adaptable to changing priorities andbusiness needs. Commitment to maintainingand improving IT service quality. Strongsense of ownership and accountability.Continuous learner with a desire to stay updated on industry bestpractices.
**Experience:**Demonstrated experience in ISO 20000 and ISO9000. Practical experience in ITSM tools andplatforms. Experience in generating andanalyzing quality control reports.Familiarity with the deployment process and its impact on servicequality. Experience in process capabilityoptimization using the sixsigma DMAICmethodology. Experience in business processengineering/reengineering. Previous workwith crossfunctional teams in IT service delivery and managedservicesoperations.

SalaryCurrent Required and Expected

qualitycontrol,managedservices,itil,cloud,it,infrastructure

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