Responsibilities

The QA & Major Incident Manager will develop and implement a robust quality assurance framework covering all aspects of managed services, including Incident Management, Service Request Management, Problem Management, Knowledge Management, and customer interactions. They will conduct regular audits of service delivery processes to ensure compliance with established standards and best practices, such as ITIL. The role involves identifying opportunities for continuous improvement through root cause analysis and customer feedback, and owning and continuously improving the Problem management process. The manager will also conduct regular Operational Problem Management Meetings, participate in a 24*7 Major Incident Management roster, and contribute to the overall operational excellence of the team.