QA & Operations Unit Head JOB

Job Title : QA Unit Head

Role Purpose :

To lead and manage the operational support, governance, and continuous improvement of enterprise applications, ensuring optimal performance, security, and alignment with organizational goals. The role serves as a strategic enabler by coordinating cross-functional efforts, vendor relationships, and automation initiatives to enhance digital service delivery and user experience

Key Responsibilities :

Core Activities :

• Oversee the daily operations and support of enterprise applications including CRM, .NET, Sitecore, Umbraco, and RPA tools (e.g., Automation Anywhere)
• Ensure timely resolution of incidents and service requests in line with SLAs; conduct root cause analysis and implement preventive actions
• Manage change control processes for all applications, ensuring changes are risk-assessed, approved, and documented as per governance protocols
• Act as the primary liaison with vendors to manage performance, ensure contractual compliance, and resolve escalations
• Coordinate with business units and the RPA Center of Excellence to plan, deploy, and govern robotic process automations
• Support the Editorial Center of Excellence by ensuring digital content systems meet editorial standards and enforce governance
• Track application KPIs and usage metrics to optimize availability, performance, and user satisfaction.
• Develop and maintain application support documentation, operational workflows, and training materials.
• Ensure security and compliance of applications by enforcing security policies, monitoring vulnerabilities, and supporting audits
• Collaborate with development teams, architects, and project managers to plan system upgrades and release cycles.
• Manage integration points between applications and systems including CRM, CMS, and external platforms.
• Contribute to the application roadmap and recommend improvements based on performance insights and user feedback.

Shared Activity

Strategic Contribution

People Management

Budgeting and Financial Planning

Policies, Systems, Processes & Procedures

Continuous Improvement

Reporting

EHS (Environment, Health and Safety)

Comply with all relevant EHS guidelines, policies and procedures, by reporting incidents and hazards on a timely manner, and reduce consumption of natural resources to support in protecting the environment and ensure a healthy and safe work environment.

Communication and Business Relationships :

Internal

External

Qualifications :

Experience :

Skills :

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