JOB PURPOSE:
To maintain and enhance the quality of IT services provided by the Unified IT Command Center, ensuring compliance with performance standards and driving continuous improvements.
ROLE AND RESPONSIBILITIES
• Develop and implement quality assurance processes for IT services, aligning with organizational and industry standards.
• Periodically audit IT operations to ensure adherence to defined quality metrics and SLA/SLO compliance.
• Collaborate with technical teams to ensure monitoring systems provide actionable data for quality improvements.
• Define and track quality metrics for service performance, such as availability, response time, and error rates.
• Support initiatives to ensure predictive monitoring and anomaly detection methods align with quality objectives.
• Provide actionable recommendations to improve workflows, processes, and service delivery mechanisms.
• Deliver regular reports on quality performance, highlighting areas for improvement and progress toward established goals.