SW Test Specialist - Triage Manager

Amdocs•Alpharetta, GA

10d•Onsite

About The Position

The Defects and Issues Triage Manager is a high-impact leadership role responsible for governing the end-to-end defect management lifecycle within complex software environments. Operating within a SAFe Agile framework, you will be the primary driver for meeting strict Service Level Agreements (SLAs), ensuring that critical issues are identified, prioritized, and resolved with precision. This role requires a unique blend of cordial stakeholder management and technical authority to oversee defect bridges/calls and resolve high-priority blockers. You are expected to be a creative problem-solver, looking at issues from various angles to propose immediate mitigations and workarounds while driving long-term Root Cause Analysis (RCA) and Lessons Learnt.

Requirements

Bachelor’s degree in computer science, Information Technology, or an equivalent technical field.
At least 2 years of dedicated defect triage experience managing complex IT systems involving multiple integrated applications and cross-functional teams.
Proven experience working within a Scaled Agile Framework (SAFe), understanding the roles of the ART (Agile Release Train) and Solution Train.
A deep understanding of the Software Development and Testing Lifecycles, ensuring seamless defect transitions from "New" to "Verified."
A strong technical understanding of Networks and OSS systems is a significant plus for analyzing system-level defects.
The ability to evaluate issues from various technical and business angles to determine the best path forward.
Exceptional communication skills with a focus on maintaining cordial, productive relationships during high-stress triage calls.

Responsibilities

Proactively drive and chase stakeholders to ensure defect statuses are current and detailed comments are updated in the tracking system, maintaining a single source of truth.
Drive high-pressure "defect bridges" or technical calls, facilitating real-time collaboration between teams to troubleshoot and unblock critical issues.
Monitor and enforce adherence to resolution timelines based on defect severity; escalate delays proactively to maintain project velocity.
Analyze defects from multiple perspectives to identify temporary workarounds or mitigations that allow testing or business operations to proceed while a permanent fix is developed.
Align defect management processes with SAFe ceremonies and structures, ensuring visibility during PI Planning and Sync meetings.
Lead systematic RCA sessions and facilitate Lessons Learnt workshops to drive long-term process improvements and prevent defect leakage.
Maintain an excellent grasp of Jira, creating advanced dashboards to provide real-time visibility into the defect landscape, aging, and trends.
Act as a cordial and clear communicator, managing expectations and building consensus among technical and business units.