Manager (Software QA and Support)
Gurulink - Toronto, ON

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Title: Manager, QA and Support
Location: Mississauga (Hwy 401 & Kennedy)
Duration: Permanent
Compensation: 85k/yr to 100k/yr (depending on experience) + extensive benefits and RSP matching up to 3%


Job Purpose: Responsible for establishing a strong Agile QA practice including a demonstrated ability to create and foster strong teams, implement and execute appropriate quality processes and standards, as well as a track record for solid QA execution and overall product/release quality. Also responsible for production support, software rollouts and incident management including reporting on service levels, ticket trends and escalations.

Principal Responsibilities:

  • Define and enforce QA standards based on Agile principles Oversee testing, acceptance and certification of system changes Enhance software testing processes, practices and capabilities Ensure end-to-end test coverage of all product features Manage and certify data conversion and migration projects
  • Provide a consolidated view of release quality, test execution progress and project issues Track and report on metrics for system, integration, regression, performance and stress testing
  • Manage vendor integration and certification plans Identify, investigate, and facilitate issue resolution and root cause analysis Improve release quality and shorten regression cycles through test automation Ensure smooth transition of hot fixes, service packs and major software releases to production. Overall responsibility to ensure resolution of incidents, tickets, and service requests according to SLAs
  • Must be able to support production outside normal business hours (including weekends) Evaluate ongoing support problems and develop long-term plans for support improvements
  • Proactive in engaging support team members to ensure speedy incident resolution Provide technical leadership, coaching and career development support
  • Collaborate with Application Development, Deployment & Support groups Perform other duties as assigned to support the company

Knowledge, skills and experience:

  • Bachelor’s Degree in Computer Science or related field
  • 10+ years experience in software development environment
  • 5+ years experience in QA Management role (minimum 2 years in Agile)
  • 3+ years experience in production operations and support
  • Experience in all types of testing including functional white box, black box and non-functional testing such as performance and reliability
  • Proven ability performing as a strategic QA leader in an Agile environment Expert level of understanding of QA best practices, processes, tools, and metrics Practical, architectural-level capabilities in programmatic test automation framework creation
  • Working knowledge of process re-engineering (Lean, Six-Sigma etc) Experience in Incident Management and Problem Resolution techniques
  • Ability to work and thrive in a fast paced, high volume, collaborative and iterative environment Ability to organize and prioritize effectively with outstanding attention to detail Demonstrated strong analytical, problem-solving and decision-making skills Excellent written and oral communication skills
  • Excellent organization and time management skills
  • Strong customer service orientation