Quality Assurance Lead
4 days ago
We are seeking a highly skilled and experienced IT professional to join our team as a Service Delivery Specialist. The ideal candidate will have a strong background in problem management, incident management, or quality assurance and possess excellent analytical and problem-solving skills. As a Service Delivery Specialist, you will be responsible for leading the problem management process, establishing comprehensive quality control processes, and implementing automated testing and validation tools to maintain high-quality service delivery and mitigate risks.
Main Responsibilities
1. Lead the problem management process, including problem identification, root cause analysis, and resolution.
2. Conduct thorough root cause analyses to identify underlying issues and prevent recurrence of incidents.
3. Establish and operate comprehensive quality control processes for all IT services, ensuring compliance with defined standards and continuous improvement.
4. Develop and implement strategies to reduce the number of recurring incidents and service requests.
5. Identify and implement process improvements to enhance the efficiency and effectiveness of problem management and quality assurance.
6. Integrate automated testing and validation tools into IT workflows to maintain high-quality service delivery and mitigate risks.
7. Generate reports and analyze data to identify trends and areas for improvement.
8. Maintain and update the problem management knowledge base.
Requirements
• Bachelor's degree in information technology, Computer Science, or a related field.
• 5-8 years of experience in problem management, incident management, or quality assurance.
• Strong understanding of ITIL problem management principles and best practices.
• Proven experience in conducting root cause analysis (RCA).
• Experience in implementing and managing quality control processes.
• Familiarity with automated testing and validation tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.
• Experience with ticketing systems and service management tools.
• Experience with process improvement methodologies.
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