Platform Excellence and QA Lead (S&D Platform)

Daily Platform Operations & Service Continuity:

• Own and oversee day-to-day operations and service performance of DMS, ERS, Cockpit, SkillHub, bSafe, and other S&D platforms.
• Monitor platform health, service availability, transaction performance, incidents, operational exceptions, and production issues to ensure stable business operations.
• Lead and coordinate incident management, troubleshooting, escalation, root-cause analysis, and resolution of production issues.
• Manage operational configurations, user access, platform administration, and other business-critical operational activities.
• Coordinate production deployments, release validation, post-release monitoring, and stabilization to ensure seamless implementation.
• Proactively identify operational risks and recurring issues and drive preventive and permanent corrective actions.
• Ensure business continuity and platform reliability by minimizing downtime, service degradation, and operational disruption.

Platform Quality Assurance & UAT:

• Own end-to-end Quality Assurance (QA) and User Acceptance Testing (UAT) across critical S&D platforms and applications.
• Define and execute test strategies, test plans, business scenarios, test cases, regression testing, and business validation.
• Ensure adequate testing coverage across critical journeys, integrations, configurations, and edge cases before production release.
• Lead defect identification, prioritization, tracking, and resolution in collaboration with IT, development teams, and vendors.
• Ensure all releases meet agreed business, functional, operational, and quality standards before implementation.
• Continuously strengthen QA practices, testing controls, automation, and quality governance.

Process Excellence & Continuous Improvement:

• Drive continuous improvement of QA, UAT, platform operations, incident management, and service-management processes.
• Identify opportunities for automation, simplification, standardization, and operational efficiency.
• Analyze platform performance, incident trends, defects, and operational data to identify risks and improvement opportunities.
• Support platform enhancements and new capabilities that improve operational efficiency, channel performance, and user experience.
• Ensure adherence to relevant organizational, regulatory, security, risk, and compliance requirements.

Training, Documentation & Knowledge Enablement:

• Develop and maintain QA standards, test documentation, SOPs, operational guidelines, process documents, and knowledge repositories.
• Facilitate training and knowledge-sharing for platform users, operational teams, and relevant stakeholders.
• Ensure operational readiness for new releases, platform enhancements, and process changes.
• Support effective rollout, user adoption, and stabilization of new capabilities across the S&D ecosystem.

Stakeholder & Delivery Management:

• Act as the key coordination point across Business, IT, Product, Development teams, Operations, vendors, and partners for QA and platform operational matters.
• Drive cross-functional alignment and timely resolution of quality, operational, and production issues.
• Manage QA and platform operations activities delivered through internal, partner, vendor, and augmented resources.
• Establish clear ownership, governance, escalation mechanisms, and accountability for testing and operational activities.
• Ensure timely and high-quality delivery while balancing business priorities, platform stability, and operational risks.

Team Leadership:

• Lead, guide, and develop QA and platform operations resources to ensure strong execution and accountability.
• Build required capabilities within the team across testing, platform operations, troubleshooting, service management, and business process understanding.
• Promote a culture of quality, ownership, collaboration, responsiveness, and continuous improvement.
• Guide teams and partners toward timely issue resolution, operational excellence, and consistently high-quality delivery.