IT QA/QC & Support Manager
Description
ABOUT THE ROLE
We are looking for an experienced IT QA/QC & Support Manager to lead application quality assurance, testing, and application support operations. This role is responsible for ensuring the reliability, quality, and effectiveness of business applications through structured testing processes, efficient incident management, and continuous service improvement.
You will work closely with business users, internal development teams, and external vendors to ensure successful system implementation, high-quality application releases, and excellent user satisfaction.
KEY RESPONSIBILITIES
Lead application quality assurance and testing activities by reviewing business requirements, functional specifications, and designing comprehensive test scenarios to ensure applications meet business needs and system requirements.
Oversee application testing and quality control, including functional testing, defect identification, impact analysis, usability assessment, and validation to ensure application releases meet established quality standards.
Ensure testing plans, resource estimates, and project timelines are properly managed and aligned with business requirements, project priorities, and implementation schedules.
Manage application support operations and incident handling, overseeing ticket management, issue prioritization, root cause analysis (RCA), and timely resolution to maintain system availability and user satisfaction.
Coordinate with internal development teams and external vendors to investigate application issues, implement immediate workarounds, and ensure sustainable solutions to recurring system problems.
Establish and continuously improve QA/QC and application support processes, including standardized testing methodologies, workflows, working instructions, documentation, and operational procedures.
Lead, coach, and develop the QA and Application Support team, strengthening technical capabilities, problem-solving skills, service quality, and team performance.
Collaborate with external consultants and technology partners to ensure effective knowledge transfer, system documentation, and support readiness during new application implementations and system enhancements.
Build strong relationships with business users and stakeholders to understand application challenges, communicate technical issues effectively, and continuously improve application performance and service delivery.
REQUIREMENTS
Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
Minimum 4+ years of experience in IT Quality Assurance, application testing, and IT application support, with experience in a supervisory or managerial capacity preferred.
Strong understanding of retail business processes, Management Information Systems (MIS), and system development lifecycle (SDLC).
Hands-on experience in application testing, test scenario development, defect tracking, incident management, and root cause analysis.
Good understanding of software testing methodologies, quality assurance standards, and application support processes.
Strong analytical thinking, troubleshooting, and problem-solving capabilities, with the ability to manage multiple priorities and escalations.
Excellent leadership, communication, and stakeholder management skills, with the ability to work effectively with business users, developers, management, and external vendors.
Proactive mindset with a strong focus on process improvement, service excellence, and continuous system quality enhancement.
Experience in retail or multi-store business environments is highly preferred.