IT Service Quality Engineer

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.

Any Fulltime Graduate