A warranty lead is a hands-on person, who should have done post go-live support before, managing the defect fixing by a dedicated dev team, test team and analyst, focusing on defect triage, ability to communicate with the 3PP. This was a complex SI delivery, we need someone who can both technically manage the teams, and also with strong client-facing skills, able to produce clear reports and status updates, with the ability to explain complex technical issues to non-technical stakeholders. Leads a team of quality engineers through multi-disciplinary team planning and ecosystem integration to accelerate delivery and drive quality for Post Go-Live Support.
Requirements:
- Technical understanding of production support of a CRM project with Salesforce and CloudSense, integration layer, order management and billing.
- ITIL and IT Service Management background
- Defect triaging and issue management
- Experience with reporting the production status, SLA and KPIs in a telco project.
- Should be able to manage the prioritization and planning of a team of support developers and testers.
