Full-Time QA & Major Incident Manager

Schedule: Monday- Friday (07:00 AM - 04:00 PM PHT)

What are we looking for?

• Skills Required:
• 5+ Years of Experience in Quality Assurance or Service Management: Proven experience in a quality assurance, service delivery, or service management role within a managed services, IT, or technical environment.
• 3+ Years in a Leadership Role: Demonstrated experience leading a quality assurance team or a service delivery function, preferably in a managed services or IT service management (ITSM) context.
• Experience in ITIL Processes: Extensive experience with ITIL processes, particularly Incident Management, Problem Management, and Service Request Management.
• Experience with Service Management Tools: Hands-on experience working with ITSM tools, ServiceNow preferred.
• MIM Experience: 3+ years’ experience as a Major Incident Manager.

Nice to Have:

• Working with an MSP experience is highly desirable but not mandatory.
• Service Management Systems: Proficiency in using IT Service Management (ITSM) tools. (ServiceNow preferred)
• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable.

What will you do?

• Develop and Implement QA Framework: Design, develop, and execute a robust quality assurance framework that covers all aspects of managed services, including Incident Management, Service Request Management, Problem Management, Knowledge Management and customer interactions.
• Process Audits and Compliance: Conduct regular audits of service delivery processes to ensure compliance with established standards, protocols, and best practices, such as ITIL and other industry standards
• Continuous Improvement: Identify opportunities for continuous improvement in service delivery through root cause analysis, performance metrics, and customer feedback.
• Own and continuously improve the Problem management process (Accountable)
• Conduct regular Operational Problem Management Meetings
• Run Major Incidents
• Part of a 24*7 MIM roster

What is the last date for applying to the job?

Which countries are accepted for this remote job?