Quality Assurance Manager
General Dynamics Information TechnologyAbout the role
Type of Requisition:
RegularClearance Level Must Currently Possess:
NoneClearance Level Must Be Able to Obtain:
ConfidentialPublic Trust/Other Required:
BI Full 6C (T4)Job Family:
Software EngineeringJob Qualifications:
Skills:
Information Technology (IT) Services, Information Technology Operations, IT Service Management (ITSM), Problem Management, SLA ComplianceCertifications:
NoneExperience:
5 + years of related experienceUS Citizenship Required:
NoJob 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:
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