Senior Quality Assurance Professional

6 days ago

Bengaluru, Karnataka, India Computacenter Full time

About the Role

We are seeking a highly experienced Senior Quality Assurance Professional to join our team at Computacenter. In this role, you will be responsible for defining and managing the Operational Excellence framework to ensure effective and efficient service delivery to customers.

The ideal candidate will have a strong background in quality assurance with over 12 years of experience in large infrastructure projects. You will be required to work closely with the Quality Tower head and Operations head to develop and implement operational quality initiatives aligning with the quality framework.

Key Responsibilities

  • Define and manage the operational quality framework for the program to ensure an effective and efficient service delivery to customers.
  • Be the single focal point of contact on the end-to-end quality management umbrella for both internal and external customers.
  • Ensure end-to-end audit management activities are seamlessly performed to ensure process and technical audit compliance per the agreed customer/internal processes.
  • Perform a range of quality management activities and initiatives to meet business and customer requirements as part of Continual Service Improvement (CSI).
  • Fluent in implementing improvements with sustainable solutions- Identify opportunities for improvement and drive CSI projects through Lean Six Sigma or equivalent improvement methodologies.
  • Support Operational Excellence functions in identification and adoption of relevant changes to local practices that enable compliance to quality standards.
  • Closely work with the Quality Tower head/Operations head to contribute to developing and implementing operational quality initiatives aligning the quality framework.
  • Act as a process consultant for project stakeholders in ITIL processes (Service Transition, Operations, and CSI).
  • Manage operational escalations and complaints effectively for closure.
  • Ensure SOPs, WIs are maintained well, and identify documented instructions are converted into possible automation.
  • Contribute to developing and optimizing knowledge articles (KMDB) to ensure consistent compliance to customer and organizational procedures by targeting effective and efficient delivery of services.
  • Track and monitor the performance of processes and operational improvements continually, working closely with internal delivery and customer stakeholders.
  • Monitor internal and external metrics (SLAs/KPIs) managing through operational dashboards to clearly showcase the health of the program.
  • Continually assess gaps within operations to support delivery by identifying and driving opportunities for improvements (through Six Sigma or equivalent methodology).
  • Provide refresher process trainings to technical teams and regularly assist operations management/operations teams to support this task for new starters.
  • Manage operational and contractual reporting for the program, including dashboards, inferences over contractual obligations, forecasting patterns, etc.
  • Possess good knowledge in Advanced Excel, Scripting to ensure data analysis is conducted effectively to provide meaningful inferences and statistical analysis to management for further streamlining of solutions.

Requirements

  • 12+ years of core quality assurance background expertise in large infrastructure projects.
  • Strong knowledge of ITIL framework (ITIL Expert).
  • Prior working knowledge in improvement initiatives (Certified LSS GB/BB/Kaizen, etc.).
  • Preferred to have certifications/expertise in ISO 20000/270001 standards.
  • Good in MS Excel, Power BI, other Business Intelligence (BI) tools.
  • Strong analytical abilities, Good communication skills.

Estimated Salary: $120,000 - $180,000 per year

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