[Hiring] QA & Major Incident Manager @ConnectOS

ConnectOS; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

ConnectOS is searching for a remote QA & Major Incident Manager with extensive experience in quality assurance and leadership. The ideal candidate will design a robust QA framework and ensure best practices in incident and service request management. Join a fast-growing team offering competitive salaries, medical insurance, paid leave, and professional growth opportunities.

Benefits

WFH

Medical, Dental Coverage and Life insurance

Paid Vacation and Sick Leave

Competitive salary package

Financial Assistance Program

Mandatory Government Benefits and 13th Month Pay

Regular Company Events

Career growth opportunities

Qualifications

• 5+ years in Quality Assurance or Service Management.
• 3+ years in a leadership role.
• Experience as Major Incident Manager.

Responsibilities

• Develop and implement QA framework.
• Conduct audits of service delivery processes.
• Run Major Incidents.

Skills

Quality Assurance

Service Management

Leadership

ITIL Processes

Problem Management

Incident Management

Education

ITIL v3/v4 Foundation

Intermediate Operations ITIL Certification

Tools

ServiceNow

Job description

Apr 29, 2025 - ConnectOS is hiring a remote QA & Major Incident Manager. Salary: competitive salary package. Location: Philippines.

Schedule: Monday- Friday (07:00 AM - 04:00 PM PHT)

What are we looking for?

Skills Required:

• 5+ Years of Experience in Quality Assurance or Service Management: Proven experience in a quality assurance, service delivery, or service management role within a managed services, IT, or technical environment.
• 3+ Years in a Leadership Role: Demonstrated experience leading a quality assurance team or a service delivery function, preferably in a managed services or IT service management (ITSM) context.
• Experience in ITIL Processes: Extensive experience with ITIL processes, particularly Incident Management, Problem Management, and Service Request Management.
• Experience with Service Management Tools: Hands-on experience working with ITSM tools, ServiceNow preferred.
• MIM Experience: 3+ years’ experience as a Major Incident Manager.

Nice to Have:

• Working with an MSP experience is highly desirable but not mandatory.
• Service Management Systems: Proficiency in using IT Service Management (ITSM) tools. (ServiceNow preferred)
• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable.

What will you do?

• Develop and Implement QA Framework: Design, develop, and execute a robust quality assurance framework that covers all aspects of managed services, including Incident Management, Service Request Management, Problem Management, Knowledge Management and customer interactions.
• Process Audits and Compliance: Conduct regular audits of service delivery processes to ensure compliance with established standards, protocols, and best practices, such as ITIL and other industry standards
• Continuous Improvement: Identify opportunities for continuous improvement in service delivery through root cause analysis, performance metrics, and customer feedback.
• Own and continuously improve the Problem management process (Accountable)
• Conduct regular Operational Problem Management Meetings
• Run Major Incidents
• Part of a 24*7 MIM roster

Join the awesome team and enjoy these benefits & perks:

• WFH
• Medical, Dental Coverage and Life insurance
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Since 1998, Our client has been empowering organizations to leverage technology to gain a competitive advantage. With a strong focus on IT management and IT strategy, our client offers cutting-edge converged IT services to clients across Australia, New Zealand, Asia, and North America. Renowned for pioneering the concept of delivering IT as a Service, they have revolutionized the way organizations access technology by eliminating the need for capital investments to fund expansion. Through their affordable solutions, they provide true scalability, elasticity, and agility to meet the ever-changing needs of businesses.

#ConnetOSCareers #JoinConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

About the company

Company overview

ConnectOS is a leading provider of offshore talent for organisations in Australia, New Zealand, the US, Canada and the UK. For over a decade, we’ve been supporting our global clients with premium resourcing and productivity solutions.

ConnectOS is one of the fastest-growing offshoring companies in the world. Founded by our Australian CEO, we help companies across a range of industries activate their capability strategies and optimise their business operations with smarter ways to solve resourcing challenges.

Our vibrant, modern work environments achieve high levels of employee engagement: happy, healthy, committed people who love what they do. ConnectOS Team HQ is located at Mega Tower, EDSA in the heart of Manila, Philippines. Our Client Support HQ is based in Melbourne, Australia.

Why join us?

Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We’ll provide you with a professional support structure and benefits to ensure you can thrive.

We offer Premium HMO, awesome technology and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development.

We’re always searching for great talent to join our team. If you’d like be part of a fast-growing industry leader with an exceptional company culture, we’d love to hear from you: [e-mail]