Service Quality & Problem Management Specialist

Key Responsibilities

Service Quality & Stability

• Monitor and track service quality KPIs across IT Operations domains.

• Analyze service stability, open incidents, and recurring issues.

• Support tracking and closure of iSecure vulnerabilities in coordination with relevant teams.

Problem & Recurring Issues Analysis

• Participate in investigations of recurring problems across core platforms (CRM, Billing, ODS, Integrations, Middleware).

• Support technical deep-dive sessions with vendors, design, and operations teams.

• Track implementation and verification of permanent fixes in production.

Incident Governance Support

• Support governance of critical and high-severity incidents.

• Ensure incident communication, escalation, and impact assessment are followed as per standards.

• Assist in reviewing RCA and corrective/preventive action plans for quality and completeness.

• Track corrective actions and validate closure evidence.

Platform Health & Optimization

• Support health assessments for key platforms (databases, middleware, CRM, billing, mediation, ESB).

• Assist in analyzing capacity, utilization, and performance trends.

• Contribute to optimization initiatives (resource tuning, stability improvements, cost efficiency).

• Support validation of DR, clustering, and autoscaling readiness.

Candidate Requirements

Education & Experience

• Bachelor’s degree in Computer Science, IT, or related field.

• 4–8 years of experience in IT Operations, Production Support, or Service Management.

• Exposure to mission-critical enterprise or telecom platforms is preferred.

Technical & Professional Skills

• Working knowledge of ITIL processes (Incident and Problem Management).

• Advanced experience in RCA and incident analysis.

• Understanding of enterprise platforms (DBs, middleware, CRM, billing, integration layers).

• Advanced Excel, PowerPoint and visualization tools skills.

• Ability to analyze logs, metrics, and operational reports.

• Experience working with vendors and cross-functional teams.

Soft Skills

• Strong analytical and problem-solving skills.

• Good communication and documentation abilities.

• Ability to work in high-pressure production environments.

• Team-oriented with attention to detail and accountability mindset.

Candidate Requirements Education & Experience • Bachelor’s degree in Computer Science, IT, or related field. • 4–8 years of experience in IT Operations, Production Support, or Service Management. • Exposure to mission-critical enterprise or telecom platforms is preferred. Technical & Professional Skills • Working knowledge of ITIL processes (Incident and Problem Management). • Advanced experience in RCA and incident analysis. • Understanding of enterprise platforms (DBs, middleware, CRM, billing, integration layers). • Advanced Excel, PowerPoint and visualization tools skills. • Ability to analyze logs, metrics, and operational reports. • Experience working with vendors and cross-functional teams. Soft Skills • Strong analytical and problem-solving skills. • Good communication and documentation abilities. • Ability to work in high-pressure production environments. • Team-oriented with attention to detail and accountability mindset.