Manager, IT Quality Assurance

We are seeking a proactive and detail-oriented Manager, IT Quality Assurance with extensive experience in quality assurance methodologies, emphasizing production control and environment change management. The ideal candidate will focus on establishing a quality center of excellence that promotes best practices and automated test coverage. You should be a strategic thinker with strong analytical skills and a commitment to quality in IT solutions.

As the Manager, IT Quality Assurance, you will ensure the quality and reliability of IT solutions, focusing on:

• Quality Center of Excellence: Develop and implement a center of excellence that emphasizes best practices in quality assurance and automated testing. Foster continuous improvement and innovation in testing methodologies.

• Test Planning and Strategy: Oversee comprehensive testing strategies in collaboration with business systems analysts, developers, and product managers. Integrate change management processes to mitigate risks associated with environment changes. The scope of Test Strategies & Plans should include comprehensive test environment coordination and refresh synchronization to ensure quality end to end integration testing.

• Automated Testing Development: Guide the design and maintenance of advanced automated test scripts and frameworks. Evaluate and implement automation tools and technologies to enhance testing capabilities and ensure compatibility with production environments.  Bridge to existing automation solutions and technologies, and utilize AI/ML techniques to drive best in class automation.

• Quality Process Improvement: Drive continuous improvement in quality assurance processes. Advocate for best practices in quality assurance and production control, mentoring team members to promote excellence.

• Collaboration: Work closely with cross-functional teams to ensure a shared understanding of quality expectations. Participate in change management discussions to align on production control procedures. Partner with IT Services to integrate into existing and future change and release management processes.  Support ways of working that span across a global organization.

• Performance Monitoring: Lead performance testing initiatives to ensure scalability and reliability of applications, particularly after changes to the production environment.

• Documentation Management: Develop and manage a robust documentation process, including templates and guidelines for quality assurance documentation. Ensure high standards of quality and consistency across all testing activities.

• Production Control and Change Management: Partner with the ITSM team to collaborate with production control teams to manage environment changes effectively. Ensure all changes are documented, tested, and implemented according to established processes, minimizing risks and ensuring system stability.

• Education: Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. A Master's degree is a plus.

• Experience: 8+ years in IT quality assurance, focusing on automated testing and production control. Proven experience in establishing quality processes and centers of excellence.

• Technical Skills: Proficiency in programming languages such as Java, Python, or JavaScript. Extensive experience with automation testing tools (e.g., Selenium, Cypress, JUnit) and CI/CD pipelines (e.g., Jenkins, GitLab CI) is essential.

• Analytical Skills: Strong problem-solving skills with the ability to troubleshoot complex issues, especially related to production systems.

• Attention to Detail: A commitment to delivering high-quality IT solutions while maintaining strict production control standards.

• Communication Skills: Excellent verbal and written communication skills, capable of articulating technical concepts to both technical and non-technical stakeholders.

• Leadership and Mentorship: Ability to lead initiatives and foster a collaborative, high-performance environment focused on production control and quality assurance excellence.

• Adaptability: Willingness to learn and adapt to new technologies and processes as the organization evolves, particularly in production control and change management.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.