Service Assurance Manager

Service Assurance Manager

Q-Free is the prime mover in intelligent traffic management solutions. Our company works to create sustainable smart cities where people and goods safely and efficiently move through traffic infrastructure.

We are seeking a customer-oriented Service Assurance Manager to support our client’s Eastern Region Operations on-site in the Hampton Roads District of Virginia. This person will be the liaison between our company and our client. Additionally, they will ensure and support the Statewide ATMS users in using the ATMS effectively without interruptions.

The ideal candidate will possess these attributes and experience:

  • Customer-oriented, with a positive, can-do attitude, and is flexible and self-motivated.
  • Practical experience with software development life cycle, including change control and configuration management
  • Ability to work independently
  • Experience working with cross-functional teams, i.e., development
  • Excellent troubleshooting skills

Most Important Work Tasks

  • Primarily responsible for application availability, troubleshooting, and user support
  • Works with customer’s IT staff to comply with all related regulations and duties
  • Participate in client meetings.
  • Participate in the change control process, including attendance at Change Control Board meetings and development of change proposals.
  • Document system and environmental issues appropriately and track them through a resolution process.
  • Triage and manage issues based on specific SLA guidelines
  • Provide technical and application assistance to users.
  • Performs primary Help Desk function for the on-site users.
  • Act as the regional system administrator to configure devices, test connectivity, manage business rules
  • Perform the duties as specified in the Technical Responsibilities section.

Technical Responsibilities

  • Troubleshoot and resolve hardware, software, and communication issues.
  • Document application configuration settings and troubleshooting procedures.
  • Use, maintain, and update the knowledge base for the application.
  • Assess system performance and recommend changes to improve performance.
  • Facilitate ad hoc reporting using Jasper Reports as requested.
  • Configure and troubleshoot the company’s application software and associated databases.
  • Perform software upgrades as needed on workstations.
  • On-call support will be required during off-hours.
  • Work jointly with Software Engineers and the Software Quality Assurance team in testing the company’s applications.
  • Work jointly with database administrators and software engineers to define needs and requirements for continued operation, upgrade, and security of clients’ systems.

Q-Free America ensures our employees are happy and healthy. Our dynamic and comprehensive benefits package allows our employees to take care of themselves and their families. Our benefits package includes, but is not limited to – health, vision, dental, 401 (k) plan, EAP, flexible benefits; also company-paid life, short-term and long-term disability!

For more information, visit our website at www.q-free.com.

We thank all applicants for their interest; however, only qualified candidates will be contacted.

Q-Free proudly celebrates diversity in our employees.

EOE/AA/M/F/Veteran/Disabled Drug-Free Workplace

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