Quality Assurance Lead - Technology
Core
Lead quality assurance and IT service management practices to ensure reliable technology delivery and resolve infrastructure issues.
Role type
Senior IC Quality Assurance Lead (ITIL/Service Management)
Builds
Quality assurance programs, preventative event management processes, and incident response frameworks.
Domain
IT Service Management, Infrastructure, Software Delivery
Required skills
ITIL framework expertise, Incident/Change/Problem/Asset Management, IT Service Management workflow systems, Root Cause Analysis, Release Lifecycle Management, Team Leadership, DevOps practices, Network Security knowledge, Matrix organization experience
Preferred skills
Experience in both matrix and pyramid structures, Continuous improvement methodologies, Multi-industry technical delivery experience
Technologies
ServiceNow, Remedy, Service Manager, DevOps, ITIL, Matrix, Network Security, Incident Management
Responsibilities
Develop and implement a quality assurance program to improve technology delivery; Create, implement, train users on, administer, and monitor processes for Event, Change, Incident, Problem, and Asset Management; Lead incident response teams and Problem Management meetings; Direct Change Management within a structured framework; Coordinate release schedules and plans with engineering, operations, IT, and PMO stakeholders; Manage project deliverables and release lifecycles for engineering initiatives.