IT QA/QC & Support Manager

PT MDS Retailing Tbk; Tangerang; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

PT MDS Retailing Tbk is seeking an experienced IT QA/QC & Support Manager to lead application quality assurance, testing, and application support operations. You will drive reliable, high-quality business applications through structured testing, incident management, and continuous service improvement.

You will collaborate with business users, internal development teams, and external vendors to ensure successful system implementations, high-quality releases, and strong user satisfaction in a

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

Responsibilities

• Lead application quality assurance and testing activities by reviewing requirements and designing test scenarios.
• Oversee testing and quality control, including defect identification and validation to meet standards.
• Manage testing plans, estimates, and timelines aligned with business requirements and schedules.
• Oversee application support operations, incident handling, RCA, and timely resolution to maintain availability.
• Coordinate with internal teams and external vendors to investigate issues and implement sustainable solutions.
• Establish and improve QA/QC and application support processes and documentation.
• Lead and develop the QA and Application Support team for better service quality.

Skills

QA/QC

Test planning

Incident management

Root cause analysis

Leadership

Stakeholder management

Education

Bachelor's degree in IT/CS/IS or related field

Job description

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.

Fashion Retail & Department Stores More than 10,000 employees

Matahari is Indonesia's premier department store chain, holding a commanding 47.8% market share. As the nation's leading omni-channel, customer-centric "house of specialists," we excel in apparel, footwear, beauty, and related sectors, driven by our philosophy of "feel good."

Matahari is Indonesia's premier department store chain, holding a commanding 47.8% market share. As the nation's leading omni-channel, customer-centric "house of specialists," we excel in apparel, footwear, beauty, and related sectors, driven by our philosophy of "feel good."