Lead - W&M Dx Quality

Job Description

Job Summary:

Join Indigo as a Quality and Root Cause Analyst Lead and play a pivotal role in enhancing the quality and efficiency of our incident management operations. We focus on Web and Mobile Incident Tracking, leveraging expertise in .NET and React Native.
Key Responsibilities:

• Incident Resolution Oversight: Monitor and analyze incident lifecycles to ensure efficient and effective resolution according to procedures and SLAs.
• Timeliness and SLA Adherence: Track incident resolution times to ensure SLA compliance and identify areas for improvement.
• Quality Assurance: Evaluate resolutions to ensure they address root causes and prevent recurrence.
• Root Cause Analysis: Conduct thorough analyses for recurring incidents, identify underlying issues, and recommend corrective actions.
• Solution Tracking: Ensure the implementation of solutions meets expected outcomes.
• Reporting and Documentation: Maintain detailed records and prepare regular reports on incident management performance and quality metrics.
• Process Improvement: Assess and enhance incident management processes for greater effectiveness and efficiency.
• Cross-functional Collaboration: Work with development, support, and operations teams to ensure effective incident resolution.
• Technical Evaluation: Apply technical skills in .NET and React Native to understand and resolve web and mobile application incidents.
• Training and Support: Guide and train team members on best practices for incident resolution and quality management.

Required Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, Quality Management, or a related field.
• Experience: 10-12 years in quality assurance, incident management, or root cause analysis, focusing on web and mobile applications.
• Technical Skills:
  • Proficiency in .NET for web technologies.
  • Experience with React Native for mobile applications.
  • Strong understanding of incident management and quality assurance methodologies.
• Analytical Skills: Ability to analyze complex issues, identify root causes, and develop solutions.
• Attention to Detail: Focus on accurate and timely incident resolution.
• Communication: Excellent written and verbal communication skills.
• Problem-Solving: Strong critical thinking and data-driven decision-making abilities.

Preferred Qualifications:

• Certifications: ITIL, Six Sigma, or similar in Quality Management or Incident Management.
• Experience: Familiarity with additional web and mobile technologies.
• Knowledge: Best practices in SDLC and Agile methodologies.