Quality Assurance Manager in Virginia Beach, Virginia at General Dynamics Information Technology

USA VA Home Office (VAHOME)
Full time
RQ219805
Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
Confidential

Public Trust/Other Required:
BI Full 6C (T4)

Job Family:
Software Engineering

Job Qualifications:

Skills:
Information Technology (IT) Services, Information Technology Operations, IT Service Management (ITSM), Problem Management, SLA Compliance
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
No

Job Description:

The Quality Assurance (QA) Manager supports the Operations function by ensuring service quality, operational stability, and SLA compliance across a federal enterprise platform. Reporting into the Operations organization, this role focuses on production service delivery and operational performance rather than traditional software development testing.

The QA Manager serves as a key partner to Operations leadership, providing oversight of SLA management, service quality, and performance governance across hosting/infrastructure, application development, operations, and Tier 1-Tier 3 Service Desk teams. This role ensures that incidents, outages, and service degradations are effectively measured, managed, and continuously improved in alignment with contractual and operational expectations.

This is a remote position. However, strong preference for someone local to the Falls Church area for weekly team meetings.

Responsibilities:

• Support Operations leadership in the definition, validation, tracking, and reporting of SLAs across incident response, resolution, and system performance.
• Ensure SLA measurement is driven by ServiceNow (or equivalent ITSM) data including accurate ticket lifecycle tracking.
• Maintain clear SLA calculation methodologies including business hours vs. 24x7 and outage vs. service degradation definitions.
• Provide visibility into SLA risks and support escalation of potential breaches.
• Monitor and manage production service quality across infrastructure, hosting, and application operations.
• Support release readiness, deployments, and post-implementation validation activities.
• Ensure operational processes align with system reliability, availability, and performance expectations.
• Ensure quality across Tier 1-Tier 3 support including ticket intake, categorization, prioritization, and escalation.
• Validate adherence to Help Desk SOPs including communication standards and ticket lifecycle governance.
• Drive improvements in first-touch resolution, backlog reduction, and ticket quality.
• Identify recurring incidents and support initiation and management of Problem records.
• Coordinate root cause analysis efforts across operations and engineering teams.
• Ensure corrective actions are defined, tracked, and completed.
• Collaborate with infrastructure teams to ensure performance aligns with service levels.
• Validate monitoring, alerting, and capacity management practices.
• Review system performance trends and operational health metrics.
• Develop and maintain SLA and operational performance reporting.
• Ensure reports are accurate, auditable, and traceable to ITSM data.
• Support governance reviews with data-driven insights.
• Ensure alignment with federal security and compliance frameworks (FedRAMP, FISMA, NIST).
• Support audit readiness, evidence collection, and continuous monitoring activities.
• Ensure secure handling of sensitive data.
• Analyze operational trends across incidents, SLAs, and performance.
• Recommend and implement improvements to processes and workflows.
• Maintain SOPs and operational documentation.
• Coordinate with development teams for production defect resolution and release readiness.
• Ensure issues are documented and prioritized based on operational impact.
• Serve as the operations-aligned quality voice to development teams.

Required Skills:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT Operations, Service Quality, or IT Service Management in a federal or regulated environment.
• Must have experience managing SLA's.
• Experience with ServiceNow or similar ITSM platforms.
• Experience with SLA management, incident/problem management, and reporting.
• Working knowledge of FedRAMP, FISMA, NIST 800-53, and ITIL practices.

Desired Skills:

• Experience supporting hosting, infrastructure, or cloud environments.
• Familiarity with APM tools and enterprise integrations.
• Certifications such as ITIL, Security+, or CISSP
• Strong operational mindset focused on service delivery and reliability.
• Ability to work effectively within an Operations-led environment.
• Data-driven approach to SLA performance and continuous improvement.
• Strong communication skills and attention to detail.

The likely salary range for this position is $114,750 - $155,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Hybrid

Work Location:
Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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About Us

Join our 30,000 everyday heroes. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. For more information about GDIT's Privacy Policy, click here: