1+ months
2018-09-102018-10-29

Quality Management Lead (Westfields)

Oakton, VA
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Job Description:   The QA Manager must understand IT service operational data, turn data into information, information into insight and insight into meaningful business decisions. The role requires data analysis and understanding of IT services and integrated systems.
Additional Responsibilities:
  1. Audit service management team performance, both customer facing and internal tasks
  2. Works with process owners to support ITSM process, workflow, and SOP compliance across the organization
  3. Support root cause analysis of customer issues and SLA impacting events
  4. Conduct quality assessments, trend analysis and provide management reporting on support metrics
  5. Prepare daily/period reports to communicate outcomes of quality activities
  6. Perform analytics on discrepancies and issues and perform root cause analysis
  7. Identify ITSM Process, workflow, and SOP opportunities for efficiency and cost reductions
  8. Leads the escalation / communication of risks and issues as appropriate
  9. Assist in the Quality Testing of new system functionality
  10. Support the communication and training of Continual Service Improvement to operational and engineering team.

Required Skills, Experience, and Education:  Candidate must have a Masters Degree and 12 years of experience
Required Clearance: Active TS/SCI, with CI Poly.


Required Skills, Experience, and Education:  Candidate must have a Masters Degree and 12 years of experience
 
Required Clearance:  Active TS/SCI, with CI Poly.
 
 

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Quality Management Lead (Westfields)

AT&T
Oakton, VA

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