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Dijital Team
Quality Assurance & Major Incident Manager
Join Dijital Team in Colombo as a Quality Assurance & Major Incident Manager. Leverage ServiceNow skills to enhance QA frameworks and drive process improvements.
Consulting
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
April 23, 2025
The Quality Assurance & Major Incident Manager (QAMIM) is responsible for developing, implementing, and maintaining a comprehensive Quality Assurance (QA) & Problem Management framework for the managed services division and supporting customers directly through Major Incident Management. This role ensures services meet expectations, adhere to standards, and comply with requirements. The QAMIM will focus on continuous improvement, customer satisfaction, and accountability within the organisation, providing best possible service and support.
Requirements
- 5+ Years of Experience in Quality Assurance or Service Management
- 3+ Years in a Leadership Role
- Experience in ITIL Processes
- Experience with Service Management Tools (ServiceNow preferred)
- Proven Track Record of Process Improvement
- Audit and Compliance Experience
- Customer-Focused Experience
- Foster Quality Culture
- MIM Experience
Benefits
- Monthly, quarterly and annual reporting
Requirements Summary
Minimum 5 years experience in QA or service management with 3+ years in a leadership role. Experience with ITIL processes and service management tools like ServiceNow is required. Proven track record of process improvement and customer focus
