Quality Assurance Lead - Technology

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!

The Quality Assurance Lead develops and maintains quality control policies, procedures and practices in accordance with Information Technology Infrastructure Library best practices, and coordinates objectives to maximize quality and reliability of engineering and IT delivery across the organization. This position will oversee Quality Assurance and evaluate industry standard policies, programs and processes, tailor these standards to align with corporate requirements for quality assurance across the Technology department and implement these in a fit-for-purpose model. 

• 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. 

• 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