Quality Assurance & Continuous Service Improvement Lead

Quality Assurance & Continuous Service Improvement Lead
Primary purpose of the role
The Quality Assurance & Continuous Service Improvement Manager is responsible for the ongoing service improvement activities within the service delivery lifecycle and looks for opportunities to improve the performance of services to deliver enhanced value.
Key accountabilities
 Lead a team of QA & CSI experts
 Define, design, and implement a Service Performance Management Framework to enable the consistent measurement of team and service effectiveness
 Create and report on performance metrics for service delivery to identify areas requiring improvement
 Monitor practices and processes to guide the implementation of compliance and improvement strategies improvement
 Utilise available information, metrics and evaluations to develop recommendations for change
 Provide input on internal processes to assist with service improvement initiatives Key challenges
 Work with IT Management to provide operational support on service improvement and development for services experiencing.
 Develop, maintain and improve service delivery, ensuring it is based on the latest guidance and models of best practice. In doing so, to support our ambition of continuous improvement and shared learning.
 Optimise the automation within the teams in a distributed environments;
 Align the “way of doing things”
 Elaborate testing scenarios ( workload and performance)
 Participate in automation and deployment packaging without impacting service quality
 Stay current with new technologies and techniques as appropriate and suggest evolutions
 Contribute to the improvement of ITIL processes.
We are looking for talented Automation and/or DevOps engineers to join our dynamic team.
The profile:
 You have a technical background, 5-10 years of professional experience as a DevOps Engineer, Automation engineer or similar.
 You know how to improve, scale and secure services.
 Solid knowledge of Windows and Unix/Linux.
 Solid scripting skills Windows and Unix/linux (e.g., ksh , bash , bat , powershell ...)
 Experience with monitoring systems
 Experience with automation software
 Solid scripting skills (e.g., C# , Java , php, shell scripts, Perl, Python…)
 Very good knowledge of automation tools
 Ability to work and communicate in a multi-cultural environment;
 Service-oriented mind-set;
 Initiative, accuracy and attention to detail;
 Fluent in English (written and spoken) is essential;
 Any other European language is a plus.
 Knowledge of ITIL functions and processes;
 Participate in the integration with collaborative tools and components
 Automate repetitive tasks where appropriate
Is considered an asset:
 Experience in integrating automation tools (e.g., Ansible, Puppet, Rundeck, Cfengine, Saltstack, Chef, Docker, Kubernetes, VTOM, UC4, Control M,…)
 Familiar with Ansible roles and playbooks.
 Knowledge of Business process
 Familiar with testing techniques and solutions (e.g., LoadRunner, Odin, Witbe,..)
 Knowledge of Grafana, Elasticsearch,SCOM, Nagios, Icinga monitoring systems.
 Interest in Cloud infrastructures (e.g., AWS, Azure) and Cloud resources.