Quality Assurance Lead

DATAMARK, Inc.; El Paso (TX); On-site; USD 64,000 - 78,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

AD&D

Paid Time Off (Vacation, Sick &

Public Holidays

Short Term & Long Term Disability

Job summary

DATAMARK, Inc. is seeking a Quality Assurance Lead to drive QA programs and oversee ITIL-aligned processes across incident, problem, change, and event management. You will partner with engineering, operations, and PMO to ensure high-quality technology delivery and proactive issue prevention.

The role requires 3–5 years in technology, 2–3 years leading IT teams, and familiarity with ITIL practices. Travel may be required.

Qualifications

• Bachelor's degree in computer science or related discipline.
• 3-5 years of experience in Technology/IT.
• 2-3 years leading IT teams in an ITIL-driven organization.
• ITIL Foundations certification (v3 or v4) preferred.

Responsibilities

• Develops and implements the Quality Assurance program to improve the quality of technology delivery and prevent problems in new or existing services.
• Creates and administers processes, trains users, tracks adherence, and provides reports for Event Management, Change Control, Incident Management, Problem Management, and Asset Management.
• Utilizes best practices, ITIL, trend analysis, automation and DevOps to create preventative Event Management processes that monitor, correlate, alert and report on infrastructure events.
• Leads incident response teams following the Incident Management process.
• Manages and directs Problem Management meetings and ensures RCAs are created with preventative actions.
• Leads Change Management activities within a structured framework and manages Change Advisory Boards.
• Coordinates release schedules with engineers, ops, IT and PMO stakeholders; considers dependencies and backlogs.
• Develops KPI/SLA measurements and reporting using ITIL best practices.
• Conducts management meetings to establish policies and procedures for QA objectives.
• Recommends new QA products to improve technology delivery.

Skills

Quality Assurance

ITIL

Incident Management

Change Management

Event Management

Automation

DevOps

Leadership

Education

Bachelor's degree in computer science or related discipline

Job description

At Datamark you'll experience a vibrant company culture that values collaboration, creativity, and growth. You'll be part of a fun, supportive, and engaging team that genuinely enjoys working together. Plus, we offer outstanding benefits that prioritize your well-being both in and out of the workplace. Come be a part of something great! Join our dynamic team at DATAMARK, Inc., where your expertise as a Quality Assurance Lead will make a real difference!

Requirements

• Develops and implements the Quality Assurance program to improve the quality of technology delivery and to prevent or eliminate problems in new or existing services.
• Creates process, implements process (including training technicians and other process users), administers process on an ongoing basis, tracks adherence and provides reports for Event Management, Change Control, Incident Management, Problem Management, and Asset Management
• The Quality Assurance Lead utilizes best practices, industry standards, trend analysis, automation and IT DevOps to create a preventative Event Management process that monitors, correlates, alerts and reports on the events triggered in infrastructure.
• Responds to incidents by following the defined Incident Management process which will include leading incident response teams in a Technology environment.
• The Quality Assurance Lead manages & directs Problem Management meetings and ensures that problems are properly handled via creation of RCA documentation (root cause analysis). RCAs include actions to mitigate the problem from future occurrences (preventative actions).
• Leads Change Management activities within a structured process framework using deep knowledge and experience of Change Management, including the Four-Eyes Principle and managing Change Advisory Boards.
• Works with relevant engineering, ops, IT, and PMO stakeholders to coordinate release schedules and plans, considering third-party dependencies, defect backlogs, planned/target releases, infrastructure updates, and manages the completion of project deliverables and release life cycles for engineering initiatives.
• Develops KPI/SLA measurements and reporting metrics using knowledge and experience of ITIL best practices.
• Conducts management meetings with Technology department leaders to establish/ review policies, programs and processes, coordinate functions and expectations between departments, and establish responsibilities and procedures for attaining Quality Assurance objectives.
• The Quality Assurance Lead confers with Technology department leaders and recommends new Quality Assurance products on the market to improve technology delivery.
• Reviews technical publications, articles, and abstracts in ITIL standards to stay abreast of best practices and changes in industry and bring those best practices to the organization.
• Minimum Qualifications:
  • Education Requirement:
  • Bachelor's degree in computer science or related discipline.
• Field Experience:
  • At least 3-5 years of experience in Technology.
• Position Experience:
  • At least 2-3 years of experience in an ITIL-driven organization.
  • 2-3 years leading teams (ideally both matrix and pyramid structures) of Technology professionals, preferred.
  • Proven track record of continuous improvement in a software or infrastructure delivery environment.
• Other Qualifications:
  • Broad knowledge of technology fundamentals across all disciplines, e.g. software delivery, datacenter environment, network architecture, IT security, IT project management preferred.
  • Experience working in an ITIL environment. ITIL Foundations certification (v3 or v4) preferred.
  • Experience using IT Service Management workflow systems such as ServiceNow, Remedy, Service Manager, etc.
  • Background of Technical delivery in multiple industries and locations. Experience working in both matrix and pyramid organizations.
  • Ability to travel as required.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• $71,000.00 annual salary