Job Description

Quality is responsible for executing operational quality evaluations across cyber security services to ensure adherence to process standards, compliance requirements, SLA commitments, and operational guidelines. This role supports quality governance, defect identification, audit readiness, and continuous improvement initiatives

Quality Evaluation & Audit Execution

• Conduct quality audits for cyber security operations including:
• Security incident management
• Threat monitoring and analysis
• Vulnerability management
• Identity & Access Management (IAM)
• Governance and compliance activities
• Review incidents, alerts, tickets, investigations, and remediation actions against defined quality standards and SOPs.
• Evaluate operational performance on parameters such as:
• Accuracy of issue diagnosis
• Troubleshooting effectiveness
• Resolution quality
• Documentation completeness
• Compliance adherence
• SLA adherence
• Reopen avoidance
• Ensure evaluations are conducted within defined timelines and sampling methodologies

Defect identification & Process Compliance

• Identify process deviations, operational gaps, and recurring quality defects.
• Validate adherence to:
• Security procedures
• Client-specific controls
• Internal governance standards
• Regulatory requirements
• Highlight risks related to incomplete investigations, incorrect remediation, or non-compliant activities.
• Escalate critical quality concerns and compliance risks to leadership

Reporting & Documentation

• Maintain audit records, evaluation trackers, and quality scorecards.
• Document observations, findings, and recommendations clearly and accurately.
• Support preparation of governance reports and audit summaries.
• Ensure evidence and documentation are audit-ready and properly maintained

Feedback & Continuous Improvement

• Provide structured feedback to analysts and operational teams.
• Participate in calibration sessions to ensure consistency in evaluation methodology.
• Support root cause analysis discussions and corrective action tracking.
• Contribute ideas for process improvement and quality enhancement initiatives

Governance Support

• Support internal and external audit readiness activities.
• Assist in updating quality guidelines, checklists, and knowledge repositories.
• Participate in governance meetings and operational quality discussions

Educational qualifications

• Bachelor’s degree in one of the following: Computer Science / Information Technology / Cybersecurity
• Electronics & Communication or related engineering fields
• Information Systems / Information Security
• Preferred: Master’s degree (MBA in Systems/IT, MSc Cybersecurity, etc.)
• Relevant cybersecurity or quality certifications

Work experience

• 3-5 years experience in
• Cyber security operations -
• Quality assurance/control
• IT governance or compliance
• Managed services environments
• Prior experience in operational audits or quality evaluations preferred
• Hands-on experience in at least one cyber domain:
• IAM operations (user lifecycle management, access reviews)
• SOC / security monitoring (alert triage, ticket handling)
• Vulnerability management (scan reviews, remediation tracking)
• Experience in:
• Reviewing process compliance and documentation
• Working with ticketing tools (ServiceNow, Remedy, etc.)
• Supporting internal audits / client reviews
• Basic exposure to:
• SLA tracking and reporting
• Quality metrics (accuracy, defects, turnaround time)
• Experience working in: Managed Security Services / SOC environments / IT services firms / GCCs