Quality Engineer (Operations Support)

About the Role

TawanTech is seeking a Quality Engineer (Operations Support) to join their team in Riyadh, Riyadh Province. This full-time role focuses on ensuring operational service quality through rigorous process compliance, adherence to quality standards, auditing, and continuous improvement initiatives across all IT operations activities.

Role Overview

The Quality Engineer will be responsible for maintaining high operational quality standards and ensuring strict process compliance within IT operations. This involves conducting thorough quality reviews and audits of various IT service management processes, identifying areas for improvement, and promoting a culture of operational excellence.

Key Responsibilities

• Maintain operational quality standards and ensure process compliance for IT operations.
• Conduct quality reviews and audits of Incidents, Problems, Changes, Service Requests, and Major Incidents.
• Assess compliance against ITIL best practices and internal standards/policies.
• Identify process gaps, control weaknesses, and operational inefficiencies, recommending improvements.
• Develop and maintain quality scorecards, compliance dashboards, process health indicators, and operational maturity assessments.
• Perform periodic audits on documentation, categorization, prioritization, escalation, and closure activities.
• Support internal and external compliance audits related to IT operations processes.
• Promote operational excellence, process standardization, knowledge management, and a continuous improvement culture.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant experience is required for this role.
• Demonstrated experience in quality assurance, process compliance, and auditing within IT operations.
• Familiarity with ITIL best practices and their application in an operational environment.

Work Environment

This is a full-time position based in Riyadh, offering an opportunity to contribute to the operational quality of TawanTech's IT services.

Application Process

Interested candidates are invited to apply. Salary details will be discussed during the interview process.