Equity Bank – Service Assurance Manager.

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Description

 

Service Assurance Manager

Job Title                                            Service Assurance Manager

Department/ Division:                 Service Quality Assurance department

Job Grade:                                        Manager

Reports to:                                      Head of IT Service Delivery

Direct Reports:                 4            

Job Purpose: 

Reporting to the Head of IT Service Delivery, The role holder will be expected to act as a subject matter expert for Software assurance focusing on post-production testing including pilot testing, Beta Testing, Disaster recovery (DR) testing, conduct business process testing and compliance test/validations. The role holder will ensure business/System services Deployed to the production environment are working as expected by carrying out periodic validations and monitoring. Ensures business users are trained, product manuals or Job cards provided. Lead Post-production testing including pilot testing, Disaster recovery (DR) testing, conduct business process testing and compliance test/validations. Liaise with quality analyst on quality metrics to assess performance of quality on test delivery.

The Service assurance Manager will lead day to day management of the service assurance strategy, developing or maintenance of service validation artifacts and activation of all test Service assurance processes.

Job Responsibilities/ Accountabilities:

Job Responsibilities/ Accountabilities:

  • Develop service assurance Strategy in guidance of the organization’s objectives
  • PNPs- Ensure compliance with set processes and standards; Review and suggest/recommend areas of improvements geared towards efficiency.
  • Coordinating Business users during post deployment validations e.g. Post Implementation Reviews, pilot testing and during periodic service assurance activities.
  • Manage service assurance initiatives by communicating across multiple lines of business and IT teams by leading training efforts to ensure effectiveness of service assurance initiatives.
  • Participate in Deployment Change Advisory Committee (DCAB) process by assessing business impacts of systems deployments and identifying any gaps that could lead to service interruptions
  • Organize for business team training – Internal & external team trainings including, business Team members on new products. Development team knowledge transfer to production and business teams i.e. application monitoring, known defects and risks.
  • Coordination meeting with business team and provide Subject Matter Expert (SME) support & guidance to team members.
  • Develop Service assurance strategy (approach to be used production service validation and monitoring e.g. – functional, non-functional, compliance testing, Disaster recover (DR) testing customer experience testing /user experience testing etc.)
  • Service assurance Reporting – Ensure comprehensive summary reports; defect reporting; defect triage meetings; evaluate acceptance, suspension & resumption criteria; review quality recommendations; Review UAT artifacts as product is transitioned to production environment.
  • Give recommendations on tests carried out to improve customer experience, follow up on post-production issues, and Support transition from UAT to Production.
  • Ensures business users are trained, product manuals provide, field testing conducted, business process testing completed and monitors of product during pilot testing.
  • Advise stakeholders by communicating identified production system defect/issues to improve service delivery testing.
  • Provide periodic service assurance reports to stakeholders
  • Resource management – Manage resource planning, Test prioritization and effort allocation & control, review product artifiacts; execute service assurance strategy, participate in production Service monitoring & Evaluation
  • Manage service assurance Planning, Monitoring & Control -post-production validation scoping; risk identification / assessment and mitigation; prioritization based on risk, business process compliance; Ensure required device setup and availability.
  • Manage Service assurance strategy review, production service validation scoping, (approach to be used production service validation and monitoring e.g. – functional, non-functional, compliance testing, Disaster recover (DR) testing customer experience testing /user experience testing etc.)
  • Service assurance Reporting – Ensure comprehensive summary reports; defect reporting; defect triage meetings; evaluate acceptance, suspension & resumption criteria; review quality recommendations; Review UAT artifacts as product is transitioned to production environment.
  • Act as first level escalation and resolution point for the team and Internal Customers for any Service assurance issues and operational matters. Proactively and reactively ensuring the agreed activities are delivered as planned.
  • Organize relevant team training on emerging trends and practices within the Service assurance fields. Develop and deliver relevant training and provide direct and structured mentoring of new team members that meets team and individual needs
  • Measure, develop and optimize quality of team outputs and performance Maintain and track defect/issue log and ensure it is always up-to-date and communicated to the required stakeholders.
  • Work with client services to ensure the quality of delivered software as well as ensuring timely bug resolution.
  • Proactively enforce the Service assurance Policies that will act as a roadmap in ensuring compliance to standards and controls designed to mitigate identified business risks
  • Log and analyse lessons learnt to determine changes needed for future product releases and process improvement areas

Qualifications

 

Essential Knowledge

  • Excellent understanding and experience in software testing lifecycle, methodologies and principles.
  • Excellent knowledge of testing principles and methodologies.
  • Expert knowledge; exhibits an exceptional degree of ingenuity, creativity and resourcefulness. Should Leads the validations of advanced technologies, principles, theories and concepts. Guides and transfers knowledge to s/his team.
  • In-depth knowledge of policies and regulation frameworks
  •  

Key Critical Competencies

  • Attention to detail and accuracy with a strong service-oriented mind-set.
  • Capable of reasoning and thinking through problems and be able to independently and jointly develop desired solutions
  • Thorough knowledge and understanding of SDLC and ability to work across all development methodologies
  • Experience in managing and leading teams to successfully deliver outputs in defined time frames
  • Experience in manual testing at levels of Unit & System functional tests
  • Ability to manage design issues and offer solutions in order to ensure delivery of software requirements within set deadlines.
  • Able to work with little or no documentation and can develop understanding of solutions in order to sufficiently test solution that is fit for purpose.
  • The ability to communicate effectively with both technical and non-technical colleagues at all levels in both verbal and written communications.
  • The ability to work within and contribute to a team environment and build and maintain effective working relationships with customers, users and colleagues within the wider project team.
  • The ability to work on your own initiative and manage your own workload to meet deadlines.
  • Strong MS PowerPoint (or equivalent) tooling and general office automation/productivity tooling (e.g. MS Office) skill with capability to produce professional presentations and analysis using MS Excel.
  • Ability to work in a high pressure environment, perform a role outside of their comfort zone and meet deadlines
  • Excellent organization, planning, prioritization and decision-making skills.
  • Strong problem solving and analytical skills with the ability to clearly communicate and share solutions with fellow team members
  • A team player with excellent interpersonal skills.

Requirements:

  • ISEB / ISTQB qualification in Software Testing to practitioner level or equivalent qualifications or experience (Preferred).
  • Bachelor’s Degree in Computer Science or Related IT field with a minimum of 5 years’ working experience in testing or service assurance field.
  • Banking Experience (Preferred).

APPLY

Closing Date: Feb 23, 2021

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Equity Bank Limited

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