Quality Assurance Manager in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Quality Assurance Manager in United States.

This role offers an exciting opportunity to lead operational quality initiatives within a large-scale, mission-critical IT services environment supporting federal programs. The position focuses on ensuring service reliability, SLA compliance, and operational excellence across infrastructure, application support, and service desk operations. You will work closely with cross-functional technical and operations teams to improve performance governance, incident management, and continuous service improvement processes. The ideal candidate combines strong IT operations expertise with a data-driven mindset and a deep understanding of regulatory and compliance frameworks. This role is well-suited for professionals passionate about operational stability, process optimization, and delivering measurable service quality improvements. The environment is highly collaborative, remote-friendly, and centered on innovation, accountability, and customer-focused outcomes.

• Oversee and manage SLA tracking, reporting, and compliance across incident response, system performance, and operational service delivery.
• Monitor production service quality across infrastructure, hosting, applications, and Tier 1–Tier 3 support operations.
• Ensure accurate ticket lifecycle governance and operational reporting using ServiceNow or equivalent ITSM platforms.
• Identify SLA risks, support escalation management, and drive corrective actions to prevent service degradation.
• Coordinate incident management, root cause analysis, and problem management activities across operations and engineering teams.
• Support release readiness, deployment validation, and post-implementation quality assurance activities.
• Collaborate with infrastructure and operations teams to improve monitoring, alerting, capacity planning, and system reliability.
• Develop operational dashboards, governance reports, and performance metrics to support leadership decision-making.
• Maintain operational SOPs, audit readiness documentation, and compliance with federal frameworks such as FedRAMP, FISMA, and NIST.
• Partner with development teams to prioritize and resolve production issues while promoting continuous operational improvement.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in IT Operations, Service Quality, or IT Service Management within regulated or federal environments.
• Proven experience managing and reporting on SLAs, incident management, and operational performance metrics.
• Strong hands-on knowledge of ServiceNow or similar ITSM tools and ticketing systems.
• Familiarity with ITIL methodologies and federal compliance frameworks including FedRAMP, FISMA, and NIST 800-53.
• Experience supporting cloud, hosting, or infrastructure operations environments is highly desirable.
• Relevant certifications such as ITIL, Security+, or CISSP are considered a plus.
• Excellent analytical, organizational, and communication skills with strong attention to detail.
• Ability to work effectively in remote and operations-focused environments while collaborating across multiple technical teams.

• Competitive salary range of approximately $114,750 to $155,250 annually, depending on experience and location.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Flexible work arrangements and remote work opportunities.
• Generous paid time off, including vacation, personal leave, holidays, sick leave, and parental leave.
• Paid family leave program and additional support for military, bereavement, and jury duty leave.
• Life insurance, disability coverage, accidental death insurance, and critical illness protection.
• Opportunities for professional development within a large-scale technology and consulting organization.
• Collaborative and mission-driven work environment focused on innovation and operational excellence.