IT QA & Support Manager
About the role
Lead and manage QA and Technical Support teams, establishing effective processes, standards, and testing methodologies. Oversee test planning, execution, and quality assurance across software releases. Manage customer support operations, ensuring issues are resolved within agreed timelines and SLAs.
Key responsibilities
Lead and manage the QA team and establish effective QA processes, standards, and testing methodologies.
Develop and oversee test plans, test cases, regression testing, integration testing, and User Acceptance Testing (UAT).
Ensure software releases meet defined quality standards before deployment.
Monitor and manage software defects, including prioritization, root cause analysis, and resolution follow-up.
Work closely with the Development and Project teams to identify and resolve quality issues.
Establish QA KPIs and regularly report quality metrics, risks, and improvement plans to management.
Lead and manage the Support team in handling customer issues, incidents, and technical requests.
Ensure customer issues are properly recorded, prioritized, followed up, and resolved within agreed timelines and SLAs.
Lead root cause analysis and coordinate with Development and Infrastructure teams for complex technical issues.
Maintain effective communication with customers regarding technical issues, progress, and resolutions.
About you
Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
Strong understanding of software development life cycle (SDLC) and software testing methodologies.
Minimum 5 years experience managing QA and/or Technical Support teams.
Strong knowledge of functional, regression, integration, and UAT testing.
Experience with defect tracking and issue management tools such as Jira or similar tools.
Hands-on experience with QA and testing tools such as Selenium, Postman, JMeter, Cypress, Playwright, or similar tools.
Good understanding of databases and SQL.
Strong leadership, communication, analytical, and problem-solving skills.
Able to manage multiple priorities and work effectively under pressure.
Willing to travel for customer meetings and project implementation when required.