Quality Assurance and Problem Management Manager
PCCW Enterprises Limited
Hong Kong

Responsibilities :

  • Lead end to end problem management tasks by identifying root cause and prevention within assigned KPI.
  • Oversee day to day QA operation process including root causes reporting and analysis and remediation plans.
  • Proactively improve work process to allow quicker diagnosis and resolution.
  • Prepare statistics, KPI and trend reports to showcase team performance.
  • Collaborate with subject matter experts to refine operating processes and procedures.
  • Coordinate and facilitate major incident and problem review meetings.
  • Ensure Problem Management process operates in a timely and prioritized fashion.
  • Work closely with the sales and service management team on escalations related to quality assurance and delay in problem resolution.
  • Present root cause analysis to customers together with account team.
  • Develop trend analysis and service improvement plans to address identified process gaps.
  • Perform other duties as assigned.
  • Requirements :

  • Bachelor degree with 3-5 years related experience in QA and Problem Management lead.
  • Previous IT experience in sizable company is preferred.
  • Proven track record working off-net problems and delivering improvement and permanent resolution.
  • Experience in using Remedy or other Quality Operating Systems to assist in automation.
  • Capable of Data, Cloud / software defined networking.
  • Strong organization, analytical skills and problem resolutions techniques.
  • Strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
  • Excellent verbal and written communication skills.
  • Able to work in a fast-paced evolving team environment.
  • Able to develop relationships with customers, partners, and developers across the business at all levels.
  • ITIL certification a plus.
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