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- Tasks: Lead quality assurance and incident management for our tech platforms.
- Company: Join Giacom, a leading provider of integrated IT solutions for UK businesses.
- Benefits: Enjoy hybrid working, 25 days leave, and a relaxed dress code.
- Why this job: Be part of a dynamic team focused on service excellence and innovation.
- Qualifications: Experience in QA/testing and incident management, ideally in tech or telecoms.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 42000 - 84000 £ per year.
Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.
Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.
Platform DevOps and in turn the Run Engineering teams are responsible for the performance, stability, reliability, and security of our customer facing platforms across Marketplace & Software Tools. It is a multi-disciplined department consisting of Engineering, Development and Incident Teams who work closely with the other departments and teams across Platform Product and the wider business.
We are seeking a highly skilled and versatile Quality Manager to join our core technology team.
This is a unique hybrid role that provides end-to-end ownership of service excellence, from pre-release validation to live operational stability across our Marketplace & Software Tools Platforms.
You will be responsible for defining and executing rigorous testing strategies to ensure all new products and platform changes are robust and production-ready. Post-deployment, your focus will shift to operational command, where you will lead the response to major incidents to ensure the swift restoration of services. This role is ideal for a professional who is passionate about preventing issues through meticulous testing and is equally skilled at managing crises with a calm and authoritative approach.
What you\’ll be doing
Quality Assurance & Testing:
- Develop, manage, and execute comprehensive test plans, test cases, and test scripts for new services, software updates, and infrastructure changes.
- Lead and coordinate various testing phases, including System Integration Testing (SIT), User Acceptance Testing (UAT), Regression, and Performance Testing to validate functionality and reliability against business requirements.
- Identify, document, and meticulously track defects through to resolution using tools like Jira, providing clear reports on test progress, coverage, and overall quality metrics.
Incident Management & Service Operations:
- Serve as the Major Incident Manager during critical service outages, taking command of the incident response process to direct technical teams towards a swift and effective resolution.
- Focus on minimising customer impact by ensuring rapid service restoration in line with strict Service Level Agreements (SLAs).
- Manage all stakeholder communications during an incident, delivering clear, concise, and timely updates to internal leadership and external customers.
- Drive the post-incident lifecycle, facilitating blameless post-mortems and rigorous root cause analysis (RCA) to identify preventative actions.
Skills & Qualifications
- Significant experience in a role combining Quality Assurance/Testing and Incident/Problem Management, ideally within a Telecommunications (Telco), ISP, or Managed Service Provider (MSP) setting.
- Strong knowledge of QA methodologies, tools, and processes. ISTQB certification is highly desirable. Experience with both manual and automated testing practices is a significant advantage.
- Testing experience across industry standard test tooling like Playwright and Selenium
- Demonstrable experience leading the response to high-priority, complex technical incidents. You must be able to remain calm, authoritative, and decisive under pressure.
- Solid understanding and practical application of ITIL principles is essential, particularly in Incident, Problem, and Change Management. An ITIL v4 Foundation or Practitioner certification is preferred.
- Exceptional verbal and written communication skills, with the proven ability to articulate complex technical information clearly to both technical and non-technical stakeholders.
What\’s in it for you?
- Hybrid working – This role is based from our Prudhoe office, with some hybrid working available.
- No dress code – embrace the freedom to bring your whole self to work.
- 25 days annual leave, plus bank holidays. You\’ll even get your birthday off, too!
- A pension plan for your future.
- Complimentary refreshments in all our offices.
For a comprehensive list of all our benefits, click here
Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.
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QA Manager - Test & Incident Management Digital - Platform Run · Prudhoe employer: Giacom Group
Contact Detail:
Giacom Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land QA Manager - Test & Incident Management Digital - Platform Run · Prudhoe
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, like Jira for defect tracking and Playwright or Selenium for testing. Having hands-on experience with these tools will not only boost your confidence but also demonstrate your readiness for the role.
✨Tip Number 2
Brush up on your ITIL principles, especially around Incident, Problem, and Change Management. Being able to discuss how you've applied these principles in past roles can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed high-pressure incidents in the past. Highlighting your calm and authoritative approach during crises will resonate well with the hiring team.
✨Tip Number 4
Network with current or former employees of Giacom or similar companies. Understanding their culture and challenges can give you valuable insights that you can reference during your discussions, showing your genuine interest in the company.
We think you need these skills to ace QA Manager - Test & Incident Management Digital - Platform Run · Prudhoe
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the QA Manager position. Understand the key responsibilities and required skills, such as experience in Quality Assurance and Incident Management, to tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in Quality Assurance and Incident Management. Use specific examples from your past roles that demonstrate your ability to manage testing phases and lead incident responses, particularly in a telecommunications or IT environment.
Showcase Your Skills: Make sure to mention any relevant certifications, such as ISTQB or ITIL, and your familiarity with testing tools like Playwright and Selenium. Highlight your communication skills and ability to articulate complex information clearly, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a tailored cover letter that connects your background to the specific needs of Giacom. Discuss your passion for quality assurance and your approach to incident management, ensuring you convey your enthusiasm for contributing to their team.
How to prepare for a job interview at Giacom Group
✨Understand the Role
Make sure you have a solid grasp of the QA Manager role and its responsibilities. Familiarise yourself with the specific testing methodologies and incident management processes mentioned in the job description, as this will help you demonstrate your suitability for the position.
✨Showcase Your Experience
Prepare to discuss your previous experience in Quality Assurance and Incident Management. Highlight specific examples where you've successfully led testing phases or managed major incidents, especially in a Telecommunications or Managed Service Provider setting.
✨Communicate Clearly
Since exceptional communication skills are crucial for this role, practice articulating complex technical information in a clear and concise manner. Be ready to explain how you would communicate during a major incident to both technical teams and non-technical stakeholders.
✨Demonstrate Calm Under Pressure
Given the nature of the role, it's important to convey your ability to remain calm and authoritative during high-pressure situations. Prepare to discuss scenarios where you've had to manage crises effectively, showcasing your decision-making skills and leadership qualities.
